Quality Assurance Analyst (Fintech)

TL;DR

Quality Assurance Analyst (Fintech): Monitoring and evaluating customer service interactions to ensure compliance and quality standards with an accent on risk control and process documentation. Focus on identifying process gaps, conducting call audits, and supporting operational excellence within a contact center environment.

Location: Must be based in or able to commute to Chandler, AZ or Des Moines, IA (Hybrid: 3 days onsite, 2 days remote)

Salary: $20–$22/hr

Company

hirify.global is a professional services firm providing workforce solutions and consulting services.

What you will do

• Monitor and evaluate inbound and outbound customer service calls.
• Review customer complaints and interactions for quality and regulatory compliance.
• Conduct detailed call audits and quality assessments using established standards.
• Document quality issues, performance metrics, and findings.
• Identify risks, control gaps, and opportunities for process improvement.
• Collaborate with management and operational teams to enhance service quality.

Requirements

• 2+ years of experience in Call Monitoring or Quality Assurance.
• Proven experience reviewing recorded customer service calls.
• Strong background in Contact Center operations or Customer Service.
• Proficiency in Quality Audits, Call Evaluations, or Compliance Reviews.
• Strong analytical, documentation, and communication skills.
• Ability to identify quality, compliance, and risk-related issues.

Nice to have

• Experience in Banking or Financial Services.
• Knowledge of Risk & Compliance frameworks.
• Experience with Complaint Management.
• Background working with third-party vendors or oversight programs.

Culture & Benefits

• Access to medical, dental, and vision insurance.
• 401K contribution plan.
• Paid Time Off (PTO) and sick leave.
• Opportunity for contract extension or conversion to permanent role.

Hiring process

• 1 round of 30-minute video interview via Microsoft Teams.