Quality Assurance Analyst

About the Company

Unifin Inc is a BPO company with multiple operations in North America, Latin America, and Asia Pacific Region. We are looking for an extraordinary talent who will be part of our unique and diverse team. Are you passionate about company where opportunities are unlimited? Do you love taking challenges and making your brilliant ideas into reality? **

Be one of us, and be part of our success story!

Your Role

The Quality Assurance Analyst is responsible for reviewing and evaluating key business processes on an ongoing basis to ensure execution complies with Regulation E requirements. When issues are identified, the QA Analyst works with management and relevant business units to remediate them in a timely manner and confirm that corrective actions are implemented as intended.

Key Responsibilities

• Extract, clean, transform, and validate data for management reporting and business decision-making in support of Regulation E adherence.
• Develop and maintain strong working relationships with business units and stakeholders, including Banking Operations, Customer Service, Risk Management, and Information Security.
• Work with relevant business units to execute identified opportunities and perform follow-up quality assurance to confirm remediation was effective.
• Identify and monitor trends to support continuous improvement.
• Provide reporting and status updates to senior management and analysts regarding potential areas for improvement.
• Conduct and analyze reports to determine whether remediation is required and develop remediation plans.
• Summarize report results and remediation plans while adhering to strict compliance and regulatory requirements.
• Conduct daily, weekly, and monthly sample testing, including call listening, case reviews, opportunity tracking, and reporting findings.
• Monitor, evaluate, and score dispute cases against established quality assurance instruments and standards.
• Review, evaluate, and score open and closed customer-issue tickets against established quality assurance instruments and standards.
• Analyze performance from quality assurance data and communicate trends to management.
• Share performance data from quality monitoring and reviews with the team to identify potential training needs.
• Participate, as needed, in calibration sessions, employee communication sessions, and creation of communication tools.
• Provide clearly written feedback to management for group and individual coaching related to compliance audits and performance improvement.
• Provide timely, accurate, and courteous responses to floor questions regarding quality within timeframes established by management.
• Assist with escalations as needed and initiate outbound calls for customer follow-up and resolution.
• Maintain awareness of system speed and outages, and communicate issues to management for resolution.
• Assist Customer Service Representatives by proactively identifying and communicating issues or problems.
• Handle special projects as necessary.

About You

For you to become a successful candidate for this role:

• 2 years of work experience in compliance, risk management, customer service, or banking operations; financial services industry experience preferred.
• Previous Quality Assurance Analyst experience in a dispute call-center environment required; Regulation E experience preferred.
• Ability to comprehend and retain complex information to ensure compliance with regulatory requirements.
• Comprehensive understanding of processes related to financial and banking laws and regulations.
• Strong verbal and written communication skills.
• Strong interpersonal skills with the ability to build relationships.
• Strong analytical, research, organizational, and problem-solving skills.
• Proficiency with Microsoft Office, especially Excel, required; experience with relational databases such as Teradata, Oracle, and SQL Server preferred.

At UNIFIN, we understand that our corporate success starts by attracting the right people, developing and mentoring those that show potential, and taking steps to retain and promote our top performers.

We believe in our employees and invest in providing the best growth opportunities. Promotions at UNIFIN are based on merit, past performance, and leadership potential. We recognize our top employees and help them succeed.

When you join UNIFIN, you do more than joining a company. You become part of a talented team and self-driven individuals dedicated to bringing success to the Company and their lives.

Do you think you fit all of this? Click the apply button now!