Quality Assurance Analyst

To enhance the effectiveness of Quality Assurance programs within Contact Center Operations, the full-time remote Quality Assurance & Control Analyst will manage quality monitoring processes, utilize speech analytics for customer interaction insights, and develop reporting tools to identify trends and improve operational performance. Key responsibilities Review and improve existing QA processes and methodologies to enhance efficiency and effectiveness Serve as the subject matter expert for speech analytics, building and maintaining queries and monitoring programs Develop and maintain reports and dashboards to track quality, compliance, and operational performance metrics Required qualifications Bachelor's degree in Business Administration, Quality Management, Computer Science, or a related field preferred Minimum 3 years of experience in Quality Assurance, Business Analysis, or Contact Center Operations, with 2 years in speech analytics Experience with data tracking and reporting in Five9, including custom reports and dashboards Hands-on experience building and tuning queries in speech analytics platforms Familiarity with compliance regulations relevant to financial services, such as FDCPA and Regulation F