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Job Description - Quality Assurance (QA) Specialist

Organization: Dakota Economic Development Corporation (DEDC)
Reports To: Director of Compliance
Location: Hybrid/Remote as applicable
FLSA Status: Non-Exempt

Position Summary

The 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.

The 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.

Key Responsibilities

1.) Quality Monitoring & Evaluation

• Review and assess recorded calls, chat interactions, and email communications using established QA methodology and scoring systems.
• Evaluate customer service accuracy, professionalism, policy adherence, and regulatory compliance for each interaction.
• Ensure assessments align with key consumer protection laws (TILA, ECOA, FCRA, GLBA, FDCPA) and DEDC internal compliance standards.
• Identify quality trends and issues, provide actionable recommendations for service refinement and enhanced compliance.

2.) Reporting & Feedback Delivery

• Compile and analyze quality assurance data, scoring results, and performance metrics.
• Prepare comprehensive reports for the Director of Compliance, Director of Lending, and Call Center Supervisors.
• Communicate findings and feedback directly to individual call center representatives to improve performance and service quality.
• Maintain transparent documentation of QA scores, feedback sessions, and corrective actions to support accountability and improvement initiatives.

3.) Continuous Improvement & Training Support

• Collaborate with training and operations teams to refine scripts, procedures, and compliance checkpoints.
• Support calibration sessions across quality teams to ensure consistency in scoring and evaluation standards.
• Help develop and deliver quality-based coaching materials to improve compliance adherence and service outcomes.
• Monitor the effectiveness of improvement initiatives and recommend ongoing process enhancements.

4.) Compliance & Regulatory Adherence

• Ensure QA review processes remain compliant with Tribal, applicable federal, and internal regulations.
• Contribute to proactive compliance monitoring and participation in related audits and reviews.
• Maintain confidential records of all reviews, findings, and reports in accordance with DEDC data governance policies.

Qualifications

• Associate's or Bachelor's degree in Business Administration, Communications, or a related discipline; equivalent experience may be considered.
• 3+ years of experience in quality assurance, compliance monitoring, customer service auditing, or call center operations (financial services or lending preferred).
• Familiarity with consumer protection regulations (TILA, ECOA, GLBA, FCRA, FDCPA).
• Strong listening, comprehension, and evaluation skills, with demonstrated ability to deliver objective performance feedback.
• Proficiency in Microsoft Excel, Word, and QA systems or monitoring tools.
• Excellent written and verbal communication skills with attention to consistency, fairness, and clarity.
• Proven ability to manage sensitive information with discretion and professionalism.
• Strong organizational and time management skills with an ability to meet multiple deadlines.

Core Competencies

• Quality Monitoring & Performance Evaluation
• Regulatory Compliance & Risk Awareness
• Data Analysis & Reporting
• Coaching & Employee Development
• Communication & Feedback Delivery
• Continuous Process Improvement
• Attention to Detail & Accuracy
• Confidentiality & Professional Integrity
• Collaboration & Accountability

Work Environment & Travel

• Hybrid or remote work model depending on location.
• Occasional travel may be required for training, team meetings, or process calibrations

Salary

Salary is commensurate with experience, and offers will be competitive based on qualifications and industry standards, with comprehensive benefits including:

• Health, dental, and vision insurance.
• 401(k) retirement plan.
• Retirement savings options.

Tribal Preference Policy

In accordance with DEDC policy,Tribal Preferenceapplies to this position:

1. A member of the Crow Creek Sioux Tribe
2. A descendant of a member or members of the Crow Creek Sioux Tribe
3. A member of another federally recognized tribe

Preference 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.