Quality Analyst (SANTIAGO)

Company Overview:

One Park Financial (OPF) is a leading Financial Technology company dedicated to empowering small businesses by connecting them with flexible financing and funding options. Our mission is to provide entrepreneurs with the working capital they need to elevate their businesses. At OPF, we believe in working with high-performing individuals who are ready to play an integral part in our company's expansion - because our success hinges on our people.

Why Join Us?

At OPF, we foster a dynamic and inclusive company culture that emphasizes collaboration, innovation, and personal growth. Our team is composed of passionate, driven individuals who are committed to making a difference. Here’s what you can expect when you join our team:

• Innovative Environment: Work with cutting-edge technology and be part of a team that is constantly pushing the boundaries of fintech.
• Professional Growth: We invest in our employees’ growth with continuous learning opportunities, training programs, and career advancement paths.
• Supportive Culture: Enjoy a supportive and inclusive work environment where your ideas are valued, and your contributions make a real impact.
• Community Focus: Be part of a company that understands the importance of small and mid-sized businesses to their communities and the nation’s financial health.
• High-Performing Team: Join a team of badasses who are committed to excellence and are integral to our company's expansion and success.

Position Overview

We are seeking a detail-oriented and analytical Quality Assurance Analyst to join our compliance team. In this role, you will leverage AI-powered monitoring tools to ensure our revenue-based financing operations adhere to all applicable federal and state laws, regulations, and internal policies. You will be responsible for using AI in monitoring, fine tuning, and reviewing customer-facing communications including phone calls, text messages, and emails to identify compliance risks, coaching opportunities, and regulatory violations.

Job Purpose

Monitor, track, document, and analyze the quality of the work performed by the agents in the operations department. Making sure the development of agents through feedback and coaching processes. Ensure internal and regulatory compliance guidelines are being met across the organization.

Responsibilities/Key Results

The QA is a member of the QA & Compliance Department reporting directly to the QA & Compliance Supervisor. As a support department to the operations, the primary responsibility of such role is to ensure that each agent is working accordingly to the quality guidelines established and the compliance of the processes & procedures in the company.

• Audit, track, document, and analyze the quality of the work performed by the operations agents
• Evaluate compliance with quality guidelines, processes, and procedures established
• Ensure adherence and accomplishment of all Quality Standards, as well as other regulatory requirements/guidelines
• Provide QA supervisor with developmental feedback
• Communicate and report to the QA Supervisor any trends arising within the operations agents
• Participate in the daily, weekly, or monthly calibration sessions as needed
• Assist other departments in quality and/or compliance-related requests
• Support QA & Compliance Supervisor with the department’s day-to-day operations

AI Monitoring & Compliance Oversight

• Operate and manage AI-powered compliance monitoring platforms to analyze customer interactions across phone, text, and email channels
• Review AI-flagged communications for potential regulatory violations, predatory lending concerns, or policy breaches
• Monitor adherence to applicable laws including but not limited to the FTC Act, UDAP (Unfair, Deceptive, Acts or Practices), TCPA (Telephone Consumer Protection Act), CAN-SPAM Act, FDCPA, and applicable state lending and finance laws
• Identify patterns or trends in non-compliant behavior and escalate findings to management
• Ensure all communications meet revenue-based financing disclosure requirements
• Use AI to provide meaningful feedback to the business to assist operations

Quality Assurance Reviews

• Conduct structured QA reviews of sales, collections, and customer service interactions
• Score calls, texts, and emails against established compliance and internal quality standards
• Maintain accurate records of all QA reviews, findings, and outcomes
• Generate weekly and monthly QA reports for management and compliance leadership
• Recommend updates to QA scorecards and monitoring criteria as regulations and the business evolve

Requirements

Qualifications & Experience

• 1 years experience within the call center industry
• Preferably experience Quality Assurance area
• Preferably experience in a leadership role
• Basic Excel knowledge
• Intermediate to advanced English

Desired Skills

• Self-starter with high energy
• Enjoys working in a fast-paced environment
• Exhibit a positive teamwork attitude

Benefits

• $220 DOP / H + Perfect attendance Bonus
• Private medical insurance plan
• Growth Opportunities
• Great work environment
• Monthly integration events