Quality Assurance Analyst

OppFi is a leading tech-enabled digital finance platform that works with banks to provide financial products and services for everyday Americans. Through a transparent and responsible platform, which includes financial inclusion and excellent customer experience, the Company supports consumers who are turned away by mainstream options to build better financial health.We are a team of caring, innovative, and inclusive individuals who thrive in being immersed in diverse talents, expertise, perspectives, and backgrounds. Our employees approach every new challenge with an unparalleled ability to see what could be rather than settle for what is. Our business principles guide us and create an open and collaborative culture where we improve 1% every day, and the best ideas always win! We welcome individuals who want to make an impact in the financial system by facilitating credit access, expanding financial inclusion, promoting financial health, and delivering exceptional customer service.A few other fun facts about us. OppFi is one of the top consumer-rated financial platforms online, maintaining a 4.5/5.0-star rating on Trustpilot. We are a 2025 Crain's Fast 50 company and were named on Built In's 2025 Best Places to Work in Chicago.About the job:This individual will monitor customer interactions to ensure quality customer service and adherence to policies and procedures for customer complaints. In this role, this individual will use speech analytics technology to evaluate and provide feedback for each monitored interaction. They will report to the Sr. Manager, Ops Risk.What you get to do: Objectively evaluate customer-facing interactions with a focus on adherence to compliance guidelines, adherence to internal processes and scripting, adherence to the quality of customer service provided and the level of accuracy information gathered and communicated. Review and recommend quality assurance improvements. Identify common gaps/trends across the service center and provide recommendations on how to close gaps by