Quality Assurance Monitor

Continental Finance Company is a leading financial technology firm specializing in credit card options for consumers with less-than-perfect credit. The Quality Assurance Monitor is responsible for reviewing and analyzing contact center vendor performance using AI analytical platforms and real-time call recordings, while driving improvements in policies and processes based on data analysis. Responsibilities Assist with management and oversight of an AI-powered speech analytics platform that detects sentiment, themes, and topics from real-time call recordings and text transcripts Actively provide insights and drive improvements to existing policies and processes based on observation, analysis of data, and strategic focuses Work closely with team members to ensure contact center vendors uphold defined expectations Contribute to a collaborative environment of continuous improvement and feedback by partnering closing with other operational departments Contribute to creating call monitoring methodologies and ensuring compliance with industry standards Oversee call monitoring activities and provide comprehensive reports on data and trends to the facility management team Engage in calibration sessions to maintain consistency in vendor evaluations Skills An associate degree required A flexible, positive, and solutions-oriented mindset Ability to largely self-manage your time and energy appropriately across a high volume of needs of varying complexity, urgency, and topics Sense of ownership and responsibility towards troubleshooting issues and solutions with self-motivation to accept and complete tasks Highly organized individual with strong attention to detail Ability to communicate across a wide audience from operational end users, project stakeholders, and senior leaders Ability to multitask and successfully operate in a fast paced, team environment Must adapt well to change and successfully set and adjust priorities as needed Must have a high level of reason and analytical skills and the ability to be objective Prior banking or financial services experience is a plus but not required Bachelor's degree Compliance Management experience Bilingual - ability to read, write and communicate effectively in both English and Spanish Benefits Competitive compensation and benefits Hybrid work schedule which includes three (3) core days in the office (Tuesday, Wednesday, and Thursday) and two (2) remote workdays (Monday and Friday) Company Overview Continental Finance is one of America's leading marketers and servicers of credit cards. It was founded in 2005, and is headquartered in Wilmington, Delaware, USA, with a workforce of 51-200 employees. Its website is Company H1B Sponsorship Continental Finance Company has a track record of offering H1B sponsorships, with 8 in 2025, 5 in 2024, 6 in 2023, 5 in 2022, 5 in 2020. Please note that this does not guarantee sponsorship for this specific role.