Job Title

Quality Assurance Monitoring & Testing Analyst

Division

Admin

Location

Remote/ Hybrid in Syracuse, NY

Join our dynamic team at CCMR3, where we specialize in providing exceptional, unique debt recovery solutions while prioritizing empathy and integrity. As a leading firm in the ARM industry, we are committed to upholding the highest standards of ethical conduct while delivering results for our clients. We are currently seeking talented individuals to join our dynamic team and contribute to our mission of changing the face of the Debt Recovery industry through our Rethink, Reimagine, and Recover philosophy. If you are driven, innovative, and thrive in a fast-paced environment, we invite you to explore the opportunities available with us.

Job Description

The Quality Assurance Monitoring & Testing Analyst is an essential figure in the Quality Assurance and Compliance department of CCMR3, ensuring high quality and regulatory compliance. The Monitoring & Testing Analyst is responsible for evaluating and testing operational processes to ensure adherence to internal policies, regulatory requirements, and industry standards. This role plays a critical part in the Quality Assurance team, helping to identify areas for improvement, assess risk, and drive operational excellence through consistent monitoring, testing and reporting, and collaborative Management Action Plans (MAPs).

Position Responsibilities:

Monitoring & Testing:

Conduct regular monitoring and testing of operational processes, procedures, and controls to ensure compliance with established standards. Support the Organization by identifying gaps, inefficiencies, and potential risks in workflows.

Reporting and Speech Analytics Insight:

Compile and analyze findings from speech analytics, compliance reviews, and QA performance evaluations. Develop clear and detailed reports on testing outcomes, findings, and recommendations for remediation or process improvements.

Collaboration:

Partner with operational teams to discuss results, develop remediation plans, and track timely implementation of corrective actions.

Continuous Improvement:

Analyze trends in findings, speech analytics data and calibration outcomes to distinguish opportunities for improvement. Recommend evidence-based enhancements to testing methodologies and quality control measures that increase accuracy, efficiency and alignment with regulatory and operational priorities.

Compliance:

Ensure all monitoring and testing activities align with company policies, legal regulations, and industry best practices.

Documentation:

Maintain accurate records of testing activities, methodologies, and follow-up actions for audit and review purposes.

Escalation and Feedback Loop to Compliance:

Escalate emerging and identified risk trends to Compliance leadership for evaluation of risk impact.

Best Practices Implementation:

Continuously monitor regulatory developments and evolving industry best practice. Evaluate their relevance to operational workflows, compliance & QA to inform and establish best practices within the agency. Promote the integration of these practices across communication platforms to enhance risk mitigation and strengthen operational consistency.

Education Program Support:

Use QA analytics insights to generate actionable recommendations for Operations leadership, inform education content and coaching strategies, identify behavior trends, and drive enhancements in education programs.

Cross-Functional Collaboration:

Work closely with various departments, including Operations, Customer Service, and IT, to foster a cohesive approach to quality assurance and compliance. Disseminate valuable insights and strategies to uplift agency-wide practices.

Required Qualifications:

Bachelor’s degree in business administration, Communication, Legal Studies, or a closely related field.
At least 2-3 years of relevant experience in monitoring & testing, quality assurance, compliance, or a related field, preferably within a collection agency or financial services setting. Prior experience with speech analytics platforms is highly valued.
In-depth knowledge of federal and state laws, regulations, and industry best practices.
Detail-oriented with excellent organizational and analytical skills.
Adaptability to changing regulations and industry trends.
Proficiency in using speech analytics software, CRM systems, and other quality monitoring tools.
Proficiency with technology, including general business tools such as e-mail, MS Word, Excel, and PowerPoint.
Excellent written and verbal communication skills.
Creative problem-solving abilities, with a keen ability to identify and address compliance and QA performance issues proactively.
Professional certification in quality assurance and/or compliance is desirable.

As a Quality Assurance Monitoring & Testing Analyst at CCMR3, you will directly strengthen our operational integrity, drive process effectiveness, and reduce QA & compliance risk by ensuring our communication practices meet the highest standards of quality and compliance. Your contributions will help shape a culture of excellence across our teams.

At CCMR3, you will make a meaningful impact in people's lives every day, while growing your career in an environment built on support, purpose, and excellence. We lead the industry with competitive compensation packages, ongoing, comprehensive professional development and a culture that fosters opportunities for professional growth.

If you're ready to join a company that values integrity, teamwork, and results-driven performance, apply today and embark on a fulfilling journey with us as we work together to help individuals navigate their financial challenges.