Quality Assurance Analyst, Monitoring and Testing

BHG Financial

Quality Assurance Analyst ensuring compliance and quality in debt recovery at CCMR3. Responsible for monitoring and testing processes to improve operational excellence.

Posted 6/10/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Conduct regular monitoring and testing of operational processes, procedures, and controls to ensure compliance with established standards. Support the Organization by identifying gaps, inefficiencies, and potential risks in workflows.
Compile and analyze findings from speech analytics, compliance reviews, and QA performance evaluations. Develop clear and detailed reports on testing outcomes, findings, and recommendations for remediation or process improvements.
Partner with operational teams to discuss results, develop remediation plans, and track timely implementation of corrective actions.
Analyze trends in findings, speech analytics data and calibration outcomes to distinguish opportunities for improvement. Recommend evidence-based enhancements to testing methodologies and quality control measures that increase accuracy, efficiency and alignment with regulatory and operational priorities.
Ensure all monitoring and testing activities align with company policies, legal regulations, and industry best practices.
Maintain accurate records of testing activities, methodologies, and follow-up actions for audit and review purposes.
Escalate emerging and identified risk trends to Compliance leadership for evaluation of risk impact.
Continuously monitor regulatory developments and evolving industry best practice. Evaluate their relevance to operational workflows, compliance & QA to inform and establish best practices within the agency. Promote the integration of these practices across communication platforms to enhance risk mitigation and strengthen operational consistency.
Use QA analytics insights to generate actionable recommendations for Operations leadership, inform education content and coaching strategies, identify behavior trends, and drive enhancements in education programs.
Work closely with various departments, including Operations, Customer Service, and IT, to foster a cohesive approach to quality assurance and compliance. Disseminate valuable insights and strategies to uplift agency-wide practices.

Requirements

What you’ll need

Bachelor’s degree in business administration, Communication, Legal Studies, or a closely related field.
At least 2-3 years of relevant experience in monitoring & testing, quality assurance, compliance, or a related field, preferably within a collection agency or financial services setting. Prior experience with speech analytics platforms is highly valued.
In-depth knowledge of federal and state laws, regulations, and industry best practices.
Detail-oriented with excellent organizational and analytical skills.
Adaptability to changing regulations and industry trends.
Proficiency in using speech analytics software, CRM systems, and other quality monitoring tools.
Proficiency with technology, including general business tools such as e-mail, MS Word, Excel, and PowerPoint.
No written warnings within the last 6 months **(Internal candidates only)**
Proven record of monthly QA monitoring performance **(Internal candidates only)**
Excellent written and verbal communication skills.
Creative problem-solving abilities, with a keen ability to identify and address compliance and QA performance issues proactively.
Professional certification in quality assurance and/or compliance is desirable.

Benefits

Comp & perks

Medical/Rx/Dental/Vision coverage for employees and their eligible family members
Competitive PTO and vacation policies
1 Friday off each month for Wellness Weekends
Company 401(k) plan with employer contributions after one year
Company-sponsored training and certification opportunities
Quarterly award ceremonies where top achievers are celebrated and receive additional bonuses
Ongoing volunteer opportunities to give back to the community through our BHG Cares program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

monitoringtestingquality assurancecompliancespeech analyticsdata analysisreport writingremediation planningrisk assessmentregulatory compliance

Soft Skills

detail-orientedorganizational skillsanalytical skillsadaptabilitycommunication skillsproblem-solvingcollaborationinsight disseminationprocess improvementstrategic thinking

Certifications

quality assurance certificationcompliance certification