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Quality Assurance Monitor
Continental Finance CompanyQuality Assurance Monitor responsible for analyzing and improving contact center vendor performance. Collaborating with management and operational departments to uphold compliance and reporting standards.
About the role
Key responsibilities & impact- Review, monitor, and analyze contact center vendor performance
- Assist with the management of AI-powered speech analytics platform
- Provide insights and drive improvements based on data analysis
- Ensure compliance with industry standards in call monitoring
- Oversee call monitoring activities and report trends to management
- Engage in calibration sessions for vendor evaluations
Requirements
What you’ll need- An associate degree required
- Bachelor's degree preferred
- Flexible, positive, and solutions-oriented mindset
- Ability to self-manage across high volume needs
- Strong attention to detail
- Ability to communicate with diverse audience
- Ability to multitask in a fast-paced environment
- Analytical skills with objectivity
- Prior banking/financial services experience is a plus but not required
- Bilingual in English and Spanish preferred
Benefits
Comp & perks- Hybrid work schedule: three days in office, two days remote
- Competitive compensation
- Exciting, fast-paced business casual environment
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysiscall monitoringspeech analytics
Soft Skills
flexible mindsetpositive mindsetsolutions-orientedself-managementattention to detailcommunication skillsmultitaskinganalytical skills
Certifications
associate degreebachelor's degree