QAC Analyst

Overview

This is a hybrid role, based out of our London, KY Office

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®, Lend Direct® 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.

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.

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.

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.

Quality Assurance Program Management

• Support the execution, governance, and continuous improvement of Quality Assurance programs across Contact Center Operations.

• Review existing QA processes, workflows, and methodologies to identify opportunities to improve efficiency, consistency, and effectiveness.

• Develop and maintain quality test plans, monitoring criteria, and validation methodologies.

• Ensure quality monitoring and testing activities appropriately assess operational performance, regulatory and compliance requirements, customer experience, and process adherence.

• Conduct quality reviews and analyze results to identify performance gaps, trends, and improvement opportunities.

• Support calibration activities to promote consistent interpretation and application of quality standards across teams.

• Identify opportunities to strengthen QA processes and improve the overall effectiveness of the quality program.

Speech Analytics & Customer Interaction Insights

• Serve as a subject matter resource for speech analytics and customer interaction monitoring programs.

• Partner with business stakeholders to optimize speech analytics libraries, tags, categories, and business rules.

• Analyze customer interactions, call monitoring results, quality data, and operational performance metrics to identify emerging trends and risks.

• Identify customer experience opportunities and recommend improvements based on interaction and performance data.

• Evaluate the effectiveness of speech analytics and quality monitoring programs and recommend enhancements.

• Translate complex data and analytical findings into clear, actionable recommendations for operational and senior leaders.

Process Testing, Controls & Governance

• Support First Line of Defense testing through structured process reviews, quality assessments, and control validation.

• Partner with Compliance and Operations to ensure testing methodologies align with regulatory requirements, internal policies, and established controls.

• Document testing results, control observations, process deficiencies, and identified risks.

• Track remediation activities and follow up on outstanding issues as required.

• Assist in evaluating the effectiveness of operational controls and identify opportunities to strengthen governance.

• Maintain current testing standards, methodologies, procedures, and documentation to support consistency and audit readiness.

Reporting & Business Insights

• Develop and maintain recurring reports, dashboards, and performance summaries related to Quality Assurance outcomes.

• Monitor key quality, compliance, customer experience, and operational performance indicators.

• Identify trends, emerging risks, and performance gaps requiring leadership attention.

• Provide leaders with meaningful, data-driven insights and recommendations to support…