Quality Assurance & Control Analyst
Role Overview
Are you ready to make a difference in the world of consumer finance?
At Attain Finance, we bring over 50 years of expertise in providing credit solutions across the U.S. and Canada.
Our deep roots in the financial industry have empowered us to develop convenient, easily accessible financial services that meet our customers' growing needs.
Join a leading consumer credit lender that thrives on innovation and collaboration, where your contributions are truly valued.
Our portfolio includes distinguished brands like Cash Money®, LendDirect® and Heights Finance.
Each brand is constantly evolving to better serve our customers.
Be part of a dynamic team that is shaping the future of consumer finance.
Apply today and take the next step in your career with Attain Finance!
The Quality Assurance & Control (QAC) Analyst supports the governance, effectiveness, and continuous improvement of Quality Assurance programs within Contact Center Operations.
The role ensures customer interactions and operational processes meet business, regulatory, and customer experience standards.
The QAC Analyst leads the use of speech analytics to monitor customer interactions at scale, combining interaction insights with 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. The role also designs and builds data tracking and reporting in Five9 so interaction, quality, and compliance data is captured accurately and consistently.
This role partners closely with Operations, Compliance, Training, Risk, Technology, and Leadership to strengthen quality programs and the customer experience.
Key Skills for This Role
Full Job Posting
Base Salary: $55,000-$75,000 USD
- The base salary range represents the low and high end of the anticipated salary range for this position based on the U.S. average. The actual base salary offered for this full-time position will be determined by various factors, including but not limited to, location, skills, knowledge, competencies, and experience.
- All full-time salaried employees are eligible for the following benefits, starting on day one: Flexible Paid Time Off Program, Medical, Dental, Vision, Life Insurance, Disability, and other voluntary coverages. You will also be eligible to participate in our 401k program, starting on the first of the month following 30 days of employment with a company match.
- This employer participates in E-Verify for US-based hires.
- #AttainRP #AttainFinance
- #AttainFinance #AttainRP
- Attain Finance Supports Equal Employment Opportunity. Attain Finance (dba Cash Money®, LendDirect®, and Heights Finance) is committed to a policy of providing equal employment opportunity to all qualified employees and applicants. This commitment is reflected in all aspects of our daily operations. We do not discriminate on the basis of race, color, sex, religion, national origin, marital status, age, disability, veteran status, or genetic information in any personnel practice, including recruitment, hiring, training, compensation, promotion, and discipline. Additionally, we do not discriminate based on any other characteristic protected by applicable state/provincial or local law where a particular employee works. In addition, it is the policy of Attain Finance to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by federal law and any state/provincial law where a particular employee works.
- Notice to Attain Finance job applicants: Attain Finance will never ask for your personal banking information, transfer of funds, a credit card, or for you to purchase any equipment to process a job application or for training. Authorized Attain Finance representatives' email addresses will end in @attainfinance.com, @heightsfinance.com, @lenddirect.com, and @cashmoney.ca.
Requirements
- 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, Process Improvement, or a related field, including at least 2 years of hands-on experience with speech analytics and contact center platforms such as Five9.
- Experience supporting quality monitoring, process testing, audit programs, operational controls, or similar quality functions.
- Experience in a Contact Center environment within financial services, collections, or another regulated industry is preferred.
- Demonstrated hands-on experience building data tracking and reporting in Five9, including call variables, dispositions, custom reports, and dashboards, is required.
- Hands-on experience building and tuning queries in speech analytics platforms, such as Five9, CallMiner, or Prodigal, is required; experience with quality monitoring systems, customer interaction analytics, or related technologies is preferred.
About Attain Finance
Consumer credit lender offering installment loans and financial services.
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