QA & Speech Analytics Specialist - Hybrid (London, KY)

Attain Finance; London (KY); Hybrid; USD 30,000 - 39,000; Full time

Benefits offered by this job

Hybrid work arrangement

Paid Time Off

Medical Insurance

Dental Coverage

Vision Insurance

401k

Life Insurance

Disability coverage

Job summary

Attain Finance in London, KY, is seeking a QAC Analyst to strengthen QA governance and drive continuous improvement in customer interactions. You will leverage speech analytics, monitoring results, and performance data to identify risk trends and actionable improvements.

Collaboration with Operations, Compliance, Training, Risk, and Technology is essential. The role emphasizes first-line defense testing, documentation, and clear communication of findings to senior leaders, with a hybrid

Qualifications

• Bachelor's degree in Business Administration, Quality Management, Computer Science, Information Systems, Analytics, or a related discipline preferred.
• Minimum 3 years of experience in Quality Assurance, Business Analysis, Contact Center Operations, Compliance Testing, or a related field.
• Experience with speech analytics platforms, quality monitoring systems, or related technologies is preferred.
• Experience in financial services or regulated environments is an asset.

Responsibilities

• Quality Assurance Program Management across Contact Center Operations.
• Review QA processes and identify opportunities to improve efficiency and effectiveness.
• Develop and maintain quality test plans, monitoring criteria, and validation methodologies.
• Ensure testing aligns with regulatory requirements, compliance standards, and customer experience.
• Conduct quality reviews, identify performance gaps, and drive improvements.
• Provide reporting and insights to leadership on QA outcomes and trends.
• Collaborate with Operations, Compliance, Training, Risk, Technology, and Leadership.

Skills

Analytical thinking

Quality Assurance

Speech analytics

Process testing

Data analysis

Cross-functional collaboration

Education

Bachelor's degree in Business Administration/Quality Management/CS/IS/Analytics or related

Tools

Five9

CallMiner

Prodigal

Job description

Attain Finance in London, KY, is seeking a QAC Analyst to strengthen QA governance and drive continuous improvement in customer interactions. You will leverage speech analytics, monitoring results, and performance data to identify risk trends and actionable improvements.

Collaboration with Operations, Compliance, Training, Risk, and Technology is essential. The role emphasizes first-line defense testing, documentation, and clear communication of findings to senior leaders, with a hybrid