QA & Speech Analytics Lead, Contact Center

LendDirect Corp.; Northern (KY); Hybrid; USD 55.000 - 75.000; Vollzeit

Benefits dieser Stelle

Flexible PTO

Medical/Dental/Vision

401k with company match

Zusammenfassung

Attain Finance is seeking a QAC Analyst to lead QA programs across our contact center operations. You will own speech analytics initiatives, build and tune queries, and ensure compliance with FDCPA, Regulation F, and related standards.

In this role, you will design data tracking in Five9, develop automated quality scoring, and deliver actionable insights to senior leaders. A Bachelor’s degree and 3+ years in QA or analytics are required, with experience in financial services preferred.

Qualifikationen

• 3 years minimum experience in Quality Assurance or related fields.
• Hands-on experience with speech analytics in contact centers (Five9, CallMiner, Prodigal).
• Experience in regulated financial services environments (FDCPA/Reg F) is a plus.

Aufgaben

• Manage and improve QA programs across Contact Center Ops.
• Design and maintain speech analytics queries, categories, and rules.
• Develop reports and dashboards to monitor quality and compliance.
• Collaborate with Operations, Compliance, Training, Risk, and Tech teams.

Kenntnisse

Speech Analytics

QA / Quality Assurance

Data Analysis

Quality Monitoring

Stakeholder Collaboration

Ausbildung

Bachelor’s degree in related field

Tools

Five9

CallMiner

Prodigal

Jobbeschreibung

Attain Finance is seeking a QAC Analyst to lead QA programs across our contact center operations. You will own speech analytics initiatives, build and tune queries, and ensure compliance with FDCPA, Regulation F, and related standards.

In this role, you will design data tracking in Five9, develop automated quality scoring, and deliver actionable insights to senior leaders. A Bachelor’s degree and 3+ years in QA or analytics are required, with experience in financial services preferred.