Quality Assurance Monitor
Continental Finance Company is a leading financial technology firm specializing in credit card options for consumers with less-than-perfect credit. The Quality Assurance Monitor is responsible for reviewing and analyzing contact center vendor performance using AI analytical platforms and real-time call recordings, while driving improvements in policies and processes based on data analysis.
Responsibilities
- Assist with management and oversight of an AI-powered speech analytics platform that detects sentiment, themes, and topics from real-time call recordings and text transcripts
- Actively provide insights and drive improvements to existing policies and processes based on observation, analysis of data, and strategic focuses
- Work closely with team members to ensure contact center vendors uphold defined expectations
- Contribute to a collaborative environment of continuous improvement and feedback by partnering closing with other operational departments
- Contribute to creating call monitoring methodologies and ensuring compliance with industry standards
- Oversee call monitoring activities and provide comprehensive reports on data and trends to the facility management team
- Engage in calibration sessions to maintain consistency in vendor evaluations
Skills
- An associate degree required
- A flexible, positive, and solutions-oriented mindset
- Ability to largely self-manage your time and energy appropriately across a high volume of needs of varying complexity, urgency, and topics
- Sense of ownership and responsibility towards troubleshooting issues and solutions with self-motivation to accept and complete tasks
- Highly organized individual with strong attention to detail
- Ability to communicate across a wide audience from operational end users, project stakeholders, and senior leaders
- Ability to multitask and successfully operate in a fast paced, team environment
- Must adapt well to change and successfully set and adjust priorities as needed
- Must have a high level of reason and analytical skills and the ability to be objective
- Prior banking or financial services experience is a plus but not required
- Bachelor's degree
- Compliance Management experience
- Bilingual - ability to read, write and communicate effectively in both English and Spanish
Benefits
- Competitive compensation and benefits
- Hybrid work schedule which includes three (3) core days in the office (Tuesday, Wednesday, and Thursday) and two (2) remote workdays (Monday and Friday)
Company Overview
Company H1B Sponsorship