Business Analyst Quality Assurance; QA Analysts

Description

Flatter, Inc. (Flatter) is hiring experienced Quality Assurance (QA) Analysts to support USDA Rural Development Loan Servicing Call Center operations in St. Louis, MO or San Antonio, TX. This role is responsible for monitoring, evaluating, and improving the quality, accuracy, and compliance of customer interactions and loan servicing activities. The QA Analyst will ensure adherence to USDA Rural Development policies, call center performance standards, and federal compliance requirements while driving continuous process improvement.

• Monitor and evaluate inbound and outbound customer calls, case documentation, and system updates to ensure compliance with USDA Rural Development loan servicing policies and procedures.
• Assess call handling accuracy, professionalism, customer service standards, and proper documentation of call actions and notes within loan servicing systems.
• Verify that required follow-up actions are completed and accurately recorded to maintain system integrity and audit readiness.
• Track and analyze call trends, recurring issues, and compliance risks; provide actionable recommendations to Operations and Training teams.
• Develop and maintain QA scorecards, evaluation criteria, and reporting dashboards aligned with contractual performance metrics.
• Provide written and verbal feedback to call center representatives and supervisors to improve quality, consistency, and customer experience.
• Partner with Training staff to identify knowledge gaps and support development of targeted refresher training.
• Support internal audits, external reviews, and USDA oversight activities by preparing documentation and quality reports.
• Identify process improvement opportunities to enhance efficiency, reduce errors, and improve first-call resolution.
• Maintain detailed QA tracking logs and performance metrics to support management reporting and contractual requirements.
• Additional duties as assigned.

• Experience:
  
  3–5 years of Quality Assurance experience within a call center environment, preferably supporting government loan programs, financial services, or mortgage servicing.
• USDA Expertise:
  Experience supporting USDA Rural Development loan servicing programs preferred.
• Strong knowledge of call center quality standards, documentation requirements, and performance metrics (e.g., quality scores, call handling accuracy, compliance adherence).
• Experience developing QA scorecards, evaluation frameworks, and performance reporting.
• Ability to analyze operational data and identify trends impacting compliance and service delivery.
• Strong written and verbal communication skills with the ability to deliver constructive feedback.
• Proficiency with MS Office Suite and call monitoring/CRM systems.
• Bachelor’s degree in Business, Finance, or related field; preferred.