Quality Assurance (QA) Specialist - Full-time

pspan style="font-weight: bold"Job Description – Quality Assurance (QA) Specialist/span/p pbrbr/p pspan style="font-weight: bold"Organization:/span Dakota Economic Development Corporation (DEDC)brspan style="font-weight: bold"Reports To:/span Director of Compliancebrspan style="font-weight: bold"Location:/span Hybrid/Remote as applicablebrspan style="font-weight: bold"FLSA Status:/span Non-Exemptbrbr/p pbrbr/p pspan style="font-weight: bold"Position Summary/span/p pbr/p pThe Quality Assurance (QA) Specialist is responsible for evaluating and ensuring operational quality, accuracy, and compliance in DEDC’s day-to-day enterprise and call center activities. Reporting directly to the Director of Compliance, this position monitors and scores all consumer-facing interactions—including calls, chats, and emails—to confirm adherence to regulatory standards, internal policies, and service expectations./p pThe QA Specialist supports the Compliance and Operations Departments by identifying training opportunities, compliance risks, and performance strengths through a consistent and measurable quality review process. This role is essential to maintaining superior customer experiences, ensuring accurate consumer communications, and supporting continual improvement of call center quality and compliance consistency./p p /p pspan style="font-weight: bold"Key Responsibilities/span/p pbr/p pbr/p pspan style="font-weight: bold"1.) Quality Monitoring Evaluation/span/p pbr/p ul liReview and assess recorded calls, chat interactions, and email communications using established QA methodology and scoring systems./li liEvaluate customer service accuracy, professionalism, policy adherence, and regulatory compliance for each interaction./li liEnsure assessments align with key consumer protection laws (TILA, ECOA, FCRA, GLBA, FDCPA) and DEDC internal compliance standards./li liIdentify quality trends and issues, provide actionable recommendations for service refinement and enhanced compliance./li /ul pbr/p pspan style="font-weight: bold" 2.) /spanspan style="font-size: 12pt; font-weight: bold"Reporting Feedback Delivery/span/p pbr/p ul liCompile and analyze quality assurance data, scoring results, and performance metrics./li liPrepare comprehensive reports for the Director of Compliance, Director of Lending, and Call Center Supervisors./li liCommunicate findings and feedback directly to individual call center representatives to improve performance and service quality./li liMaintain transparent documentation of QA scores, feedback sessions, and corrective actions to support accountability and improvement initiatives./li /ul pbr/p pspan style="font-weight: bold" 3.) /spanspan style="font-size: 12pt; font-weight: bold"Continuous Improvement Training Support/span/p pbr/p ul liCollaborate with training and operations teams to refine scripts, procedures, and compliance checkpoints./li liSupport calibration sessions across quality teams to ensure consistency in scoring and evaluation standards./li liHelp develop and deliver quality-based coaching materials to improve compliance adherence and service outcomes./li liMonitor the effectiveness of improvement initiatives and recommend ongoing process enhancements./li /ul pbr/p pspan style="font-weight: bold" 4.)/span span style="font-size: 12pt; font-weight: bold"Compliance Regulatory Adherence/span/p pbr/p ul liEnsure QA review processes remain compliant with Tribal, applicable federal, and internal regulations./li liContribute to proactive compliance monitoring and participation in related audits and reviews./li liMaintain confidential records of all reviews, findings, and reports in accordance with DEDC data governance policies./li /ul p /p pspan style="font-weight: bold"Qualifications/span/p pbr/p ul liAssociate’s or Bachelor’s degree in Business Administration, Communications, or a related discipline; equivalent experience may be considered./li li3+ years of experience in quality assurance, compliance monitoring, customer service auditing, or call center operations (financial services or lending preferred)./li liFamiliarity with consumer protection regulations (TILA, ECOA, GLBA, FCRA, FDCPA)./li liStrong listening, comprehension, and evaluation skills, with demonstrated ability to deliver objective performance feedback./li liProficiency in Microsoft Excel, Word, and QA systems or monitoring tools./li liExcellent written and verbal communication skills with attention to consistency, fairness, and clarity./li liProven ability to manage sensitive information with discretion and professionalism./li liStrong organizational and time management skills with an ability to meet multiple deadlines./li /ul p /p pspan style="font-weight: bold"Core Competencies/span/p pbr/p ul liQuality Monitoring Performance Evaluation/li liRegulatory Compliance Risk Awareness/li liData Analysis Reporting/li liCoaching Employee Development/li liCommunication Feedback Delivery/li liContinuous Process Improvement/li liAttention to Detail Accuracy/li liConfidentiality Professional Integrity/li liCollaboration Accountability/li /ul p /p pspan style="font-weight: bold"Work Environment Travel/span/p pbr/p ul liHybrid or remote work model depending on location./li liOccasional travel may be required for training, team meetings, or process calibrations/li /ul p /p pspan style="font-weight: bold"Salary/span/p pbr/p pSalary is commensurate with experience, and offers will be competitive based on qualifications and industry standards, with comprehensive benefits including:/p pbr/p ul liHealth, dental, and vision insurance./li li401(k) retirement plan./li liRetirement savings options./li /ul pbr/p pspan style="font-weight: bold"Tribal Preference Policy/span/p pbr/p pIn accordance with DEDC policy, Tribal Preference applies to this position:/p pbr/p ol liA member of the Crow Creek Sioux Tribe/li liA descendant of a member or members of the Crow Creek Sioux Tribe/li liA member of another federally recognized tribe/li /ol p /p pPreference applies to hiring, promotion, training, and layoffs if candidates meet minimum qualifications. Among equally qualified candidates, the most suitable in the preference category will be selected./p p /p