Quality Assurance, Reporting & Operations Analyst

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Job Title

Quality Assurance, Reporting & Operations Analyst

Quality Assurance, Reporting & Operations Analyst The Quality Assurance, Reporting & Operations Analyst is responsible for supporting collections operations through quality assurance, business analytics, reporting, compliance oversight, and operational administration. This role monitors customer interactions and issue resolution processes, provides coaching and performance feedback, develops and automates reports and dashboards, analyzes business trends, and delivers actionable insights to leadership. The position also supports agency placements, payment processing, bankruptcy administration, vendor management, account validations, UCC filings, workflow distribution, and other operational functions. Working closely with operations leadership, reporting teams, business partners, third-party vendors, and executive stakeholders, this individual serves as a key resource for driving process improvements, ensuring compliance, improving operational efficiency, and supporting strategic business decisions through data-driven analysis. Key Responsibilities Monitor and evaluate collection calls, customer interactions, and issue resolution activities to ensure compliance and quality standards. Provide coaching, feedback, and recommendations to improve agent performance and customer experience. Create, maintain, and automate operational reports, dashboards, KPI scorecards, forecasting models, and executive reporting. Analyze business performance data to identify trends, risks, opportunities, and process improvement initiatives. Support financial and operational decision-making through detailed reporting and analytics. Manage third-party vendor invoicing, agency placements, and account submissions. Perform account validations, transaction reviews, bankruptcy processing, funding diversion management, and UCC filing coordination. Process customer payments and manage banking-related communications and payment exceptions. Distribute operational worklists, monitor workflow assignments, and maintain administrative records. Generate and distribute buyback, suspense, exception, and performance reports. Support complaint resolution, special projects, operational initiatives, and business transformation efforts. Serve as a liaison between operations, management, reporting teams, vendors, and executive leadership. Develop and implement process improvements that increase efficiency, accuracy, and operational effectiveness. Ensure compliance with company policies, industry regulations, and client requirements. Perform all other duties and responsibilities as assigned. Qualifications High School Diploma or GED required; Bachelor's degree preferred. Experience in quality assurance, reporting, analytics, collections, customer service, or business operations. Strong analytical, organizational, and problem-solving skills. Advanced Microsoft Excel skills, including Pivot Tables and reporting functions. Experience with Power BI and business intelligence tools preferred. Strong verbal, written, presentation, and interpersonal communication skills. Ability to manage multiple priorities while maintaining accuracy and attention to detail. Core Competencies Quality Assurance & Compliance Reporting & Business Intelligence Data Analysis & Performance Analytics KPI Development & Dashboard Management Process Improvement & Workflow Optimization Collections Operations Support Vendor & Agency Management Bankruptcy & Account Administration Payment Processing & Banking Operations Executive Reporting & Communication Project Coordination & Cross-Functional Collaboration Continuous Improvement & Strategic Decision Support Overall Objective: Drive operational excellence by combining quality assurance, reporting, analytics, compliance, and operational support functions to improve performance, enhance decision-making, strengthen customer outcomes, and support organizational growth.

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