Quality Control Communications Analyst

Job Summary

Monitoring live and recorded communications with customers, the full-time Quality Control Communications Analyst will ensure compliance with quality and regulatory guidelines while working remotely.

Key responsibilities

• Monitor calls for compliance with established quality and regulatory guidelines
• Identify performance trends and report findings to management
• Assist in designing call monitoring guidelines and participate in departmental calibration meetings

Required qualifications

• High School Diploma or equivalent work experience required
• Two or more years of experience in loan servicing call monitoring, call center, or quality assurance
• Working knowledge of loan servicing processes such as customer service and collections
• Bilingual is a plus