QA & Speech Analytics Specialist

AttainFinance; United States; Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible PTO

Medical, Dental, Vision

401k with company match

Job summary

Attain Finance is seeking a QAC Analyst to enhance quality programs across our contact center operations. You will lead QA process improvements, manage speech analytics initiatives, and ensure compliance with FDCPA/Regulation F requirements.

You'll design data tracking and reporting in Five9, build dashboards, and collaborate with cross-functional teams to improve customer interactions and operational performance. A strong analytical mindset and regulatory knowledge are essential.

Qualifications

• 3+ years in Quality Assurance, Business Analysis, or Contact Center Operations.
• Experience with speech analytics and contact center platforms such as Five9.
• Experience in regulated financial services environments is preferred.
• Hands-on experience building data tracking and reporting in Five9.

Responsibilities

• Lead QA program management, monitoring, and calibration across teams.
• Build, tune, and maintain speech analytics queries and business rules.
• Develop automated quality scoring and reporting to improve compliance and performance.
• Translate data and insights into actionable recommendations for leadership.
• Collaborate with Operations, Compliance, Training, Risk, and Tech.

Skills

Speech analytics

Quality Assurance

Data analysis

Project coordination

Education

Bachelor's degree (Business Administration / Quality Management / CS / Info Systems / Analytics)

Tools

Five9

CallMiner

Prodigal

Job description

Attain Finance is seeking a QAC Analyst to enhance quality programs across our contact center operations. You will lead QA process improvements, manage speech analytics initiatives, and ensure compliance with FDCPA/Regulation F requirements.

You'll design data tracking and reporting in Five9, build dashboards, and collaborate with cross-functional teams to improve customer interactions and operational performance. A strong analytical mindset and regulatory knowledge are essential.