Description
<div><h2>QAC Analyst</h2><p>The QAC Analyst supports the governance, effectiveness, and continuous improvement of Quality Assurance programs within Contact Center Operations. The role serves as a key liaison between business stakeholders and the Quality Assurance function, ensuring that operational processes, customer interactions, and quality monitoring activities align with business objectives, regulatory requirements, compliance standards, and customer experience expectations.</p><p>The QAC Analyst leverages speech analytics, call monitoring, process testing, and performance data to identify trends, assess operational and compliance risks, and develop actionable recommendations that improve quality and operational performance.</p><p>This role partners closely with Operations, Compliance, Training, Risk, Technology, and Leadership to strengthen quality programs, improve operational controls, support process improvements, and enhance the overall customer experience.</p><h2>Responsibilities</h2><p><strong>Quality Assurance Program Management</strong></p><ul><li>Support the execution, governance, and continuous improvement of Quality Assurance programs across Contact Center Operations.</li><li>Review existing QA processes, workflows, and methodologies to identify opportunities to improve efficiency, consistency, and effectiveness.</li><li>Develop and maintain quality test plans, monitoring criteria, and validation methodologies.</li><li>Ensure quality monitoring and testing activities appropriately assess operational performance, regulatory and compliance requirements, customer experience, and process adherence.</li><li>Conduct quality reviews and analyze results to identify performance gaps, trends, and improvement opportunities.</li><li>Support calibration activities to promote consistent interpretation and application of quality standards across teams.</li><li>Identify opportunities to strengthen QA processes and improve the overall effectiveness of the quality program.</li></ul><p><strong>Speech Analytics & Customer Interaction Insights</strong></p><ul><li>Serve as a subject matter resource for speech analytics and customer interaction monitoring programs.</li><li>Partner with business stakeholders to optimize speech analytics libraries, tags, categories, and business rules.</li><li>Analyze customer interactions, call monitoring results, quality data, and operational performance metrics to identify emerging trends and risks.</li><li>Identify customer experience opportunities and recommend improvements based on interaction and performance data.</li><li>Evaluate the effectiveness of speech analytics and quality monitoring programs and recommend enhancements.</li><li>Translate complex data and analytical findings into clear, actionable recommendations for operational and senior leaders.</li></ul><p><strong>Process Testing, Controls & Governance</strong></p><ul><li>Support First Line of Defense testing through structured process reviews, quality assessments, and control validation.</li><li>Partner with Compliance and Operations to ensure testing methodologies align with regulatory requirements, internal policies, and established controls.</li><li>Document testing results, control observations, process deficiencies, and identified risks.</li><li>Track remediation activities and follow up on outstanding issues as required.</li><li>Assist in evaluating the effectiveness of operational controls and identify opportunities to strengthen governance.</li><li>Maintain current testing standards, methodologies, procedures, and documentation to support consistency and audit readiness.</li></ul><p><strong>Reporting & Business Insights</strong></p><ul><li>Develop and maintain recurring reports, dashboards, and performance summaries related to Quality Assurance outcomes.</li><li>Monitor key quality, compliance, customer experience, and operational performance indicators.</li><li>Identify trends, emerging risks, and performance gaps requiring leadership attention.</li><li>Provide leaders with meaningful, data-driven insights and recommendations to support business decisions.</li><li>Measure the effectiveness and impact of quality improvement initiatives and operational changes.</li><li>Support executive reporting requirements related to quality, compliance, customer experience, and operational performance.</li></ul><p><strong>Documentation, Training & Communication</strong></p><ul><li>Maintain comprehensive documentation of QA methodologies, testing procedures, monitoring standards, and process workflows.</li><li>Ensure documentation remains accurate, current, and accessible to appropriate stakeholders.</li><li>Partner with Training and Operations to communicate quality findings, emerging trends, process gaps, and recommended enhancements.</li><li>Support training initiatives related to quality standards, testing methodologies, speech analytics, and process changes.</li><li>Facilitate knowledge sharing and promote consistent understanding of quality expectations and performance standards.</li></ul><p><strong>Cross-Functional Collaboration</strong></p><ul><li>Partner with Operations, Compliance, Training, Risk, Technology, and Leadership to support quality improvement initiatives.</li><li>Participate in business projects, system enhancements, testing activities, and process implementations that impact customer interactions and quality outcomes.</li><li>Provide quality and analytical expertise during process and system changes.</li><li>Promote a culture of continuous improvement through data-driven recommendations and quality-focused insights.</li><li>Build strong stakeholder relationships and facilitate alignment between business objectives and Quality Assurance requirements.</li><li>Act as a bridge between operational teams and Quality Assurance to ensure quality findings translate into practical operational improvements.</li></ul><h2>Qualifications</h2><ul><li>Bachelor's degree in Business Administration, Quality Management, Computer Science, Information Systems, Analytics, or a related discipline preferred.</li><li>Minimum 3 years of experience in Quality Assurance, Business Analysis, Contact Center Operations, Compliance Testing, Process Improvement, or a related field.</li><li>Experience supporting quality monitoring, process testing, audit programs, operational controls, or similar quality functions.</li><li>Experience analyzing operational data and performance metrics and translating findings into actionable business recommendations.</li><li>Experience working in a Contact Center environment, financial services, or another regulated industry is considered an asset.</li><li>Experience with speech analytics platforms, such as Five9, CallMiner, or Prodigal, as well as quality monitoring systems, customer interaction analytics, or related technologies is preferred.</li></ul><p><strong>Core Competencies</strong></p><p><strong>Analytical & Problem Solving</strong></p><ul><li>Strong analytical and critical-thinking skills.</li><li>Ability to interpret complex data and identify meaningful trends and insights.</li><li>Ability to translate analysis into practical, actionable recommendations.</li><li>Strong problem-solving and root-cause analysis skills.</li></ul><p><strong>Quality & Risk</strong></p><ul><li>Strong understanding of Quality Assurance principles and methodologies.</li><li>Knowledge of testing, monitoring, calibration, and continuous improvement practices.</li><li>Understanding of operational controls, compliance, and regulatory environments.</li><li>Strong attention to detail and commitment to accuracy.</li></ul><p><strong>Data & Technology</strong></p><ul><li>Experience with speech analytics, call monitoring, and customer interaction analysis.</li><li>Ability to analyze operational and performance data.</li><li>Proficiency with reporting and data analysis tools.</li><li>Proficiency with Microsoft Office applications.</li></ul><p><strong>Communication & Influence</strong></p><ul><li>Excellent written, verbal, and presentation skills.</li><li>Ability to communicate complex information clearly to technical and non-technical audiences.</li><li>Strong stakeholder management and cross-functional collaboration skills.</li><li>Ability to build relationships and influence without direct authority</li><li>Strong project management and organizational skills.</li><li>Ability to manage multiple priorities and deadlines.</li><li>Ability to work independently while collaborating effectively with cross-functional teams.</li><li>Comfortable working in a fast-paced, evolving environment.</li></ul><p><strong>Working Conditions</strong></p><ul><li>Full-time position with standard business hours.</li><li>Hybrid or remote work arrangements based on business requirements.</li><li>Occasional travel may be required for meetings, training, operational support, or business initiatives.</li><li>Requires the ability to work effectively in a fast-paced Contact Center and business environment.</li></ul><p>This is a hybrid role, based out of our London, KY Office</p><p><strong>Base Hourly Rate: $22.50 - $28.50 USD</strong></p><p>The base hourly range represents the low and high end of the anticipated hourly range for this position. The actual base hourly offered for this full-time position will be determined by various factors, including but not limited to, location, skills, knowledge, competencies, and experience.</p><p>All full-time employees are also eligible for the following benefits: Paid Time Off, Medical, Dental, Vision, 401k, Life Insurance, Disability, and other voluntary coverages.</p><p>This employer participates in E-Verify for US-based hires</p></div>