Quality Oversight Analyst

Job Summary

A company is looking for a Quality Oversight Analyst (Mortgage Servicing Call Center).

Key Responsibilities

• Evaluate vendor QA processes and deliverables to ensure compliance with quality standards
• Summarize quality findings in reports, highlighting trends and areas for improvement
• Collaborate with the Customer Care Leadership Team to align performance objectives and provide feedback

Required Qualifications

• Bachelor's degree in Business, Communications, or related fields
• Two years of experience in quality assurance, call center, or vendor oversight leadership role; mortgage servicing experience preferred
• Proficient in Excel, PowerPoint, and Salesforce for data analysis and reporting
• Ability to operate independently while collaborating cross-functionally with multiple teams
• Adaptable to a dynamic environment requiring proactive problem-solving and continuous learning