Quality Assurance Monitor at Continental… · Buffalo

Summary: Continental Finance Company is a leading financial technology firm specializing in credit card options for consumers with less-than-perfect credit. The Quality Assurance Monitor is responsible for reviewing and analyzing contact center vendor performance using AI analytical platforms and real-time call recordings, while driving improvements in policies and processes based on data analysis. Responsibilities: - Assist with management and oversight of an AI-powered speech analytics platform that detects sentiment, themes, and topics from real-time call recordings and text transcripts - Actively provide insights and drive improvements to existing policies and processes based on observation, analysis of data, and strategic focuses - Work closely with team members to ensure contact center vendors uphold defined expectations - Contribute to a collaborative environment of continuous improvement and feedback by partnering closing with other operational departments - Contribute to creating call monitoring methodologies and ensuring compliance with industry standards - Oversee call monitoring activities and provide comprehensive reports on data and trends to the facility management team - Engage in calibration sessions to maintain consistency in vendor evaluations Required Qualifications: - An associate degree required - A flexible, positive, and solutions-oriented mindset - Ability to largely self-manage your time and energy appropriately across a high volume of needs of varying complexity, urgency, and topics - Sense of ownership and responsibility towards troubleshooting issues and solutions with self-motivation to accept and complete tasks - Highly organized individual with strong attention to detail - Ability to communicate across a wide audience from operational end users, project stakeholders, and senior leaders - Ability to multitask and successfully operate in a fast paced, team environment - Must adapt well to change and successfully set and adjust priorities as needed - Must have a high level of reason and analytical skills and the ability to be objective - Prior banking or financial services experience is a plus but not required Preferred Qualifications: - Bachelor's degree - Compliance Management experience - Bilingual - ability to read, write and communicate effectively in both English and Spanish Required Skills: AI-powered speech analytics, Call monitoring methodologies, Compliance management, Flexible mindset, Solutions-oriented mindset, Self-management, Multitasking, Analytical skills, Bilingual English, Spanish Benefits: Competitive compensation and benefits, Hybrid work schedule which includes three (3) core days in the office (Tuesday, Wednesday, and Thursday) and two (2) remote workdays (Monday and Friday)