Customer Resolution Quality Analyst

Two Harbors Investment Corp.; Dallas (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Two Harbors Investment Corp. is seeking an Intake Quality Analyst to perform quality reviews of intake processes, complaints, and response letters to customers.

The role works with multiple stakeholders and is focused on accuracy, writing quality, and continuous improvement. Responsibilities include evaluating correspondence, ensuring correct data entry in RPMS (LPS) and CCN/SharePoint, and generating QA reports.

Qualifications

• College degree required.
• Experience using Microsoft Suite, SharePoint, Adobe Acrobat, LPS.
• Must have data entry experience.
• Two years of customer service experience.
• Must have customer service experience and strong writing skills.
• Must be available on some weekends as required.

Responsibilities

• Conduct quality reviews as part of the Customer Resolution Processing production flow by evaluating processed correspondence and response letters, including associated system entries, using management approved checklists.
• Evaluate physical mail and emailed response letters for appropriate substantive resolution, writing quality, and completeness of response package.
• Confirm correct and complete information is entered into RPMS (LPS) and CCN/SharePoint as applicable.
• Review and remediate exception items identified in the Daily Correspondence Processing and Response Specialist dashboard.
• Generate quality assessment reports for leadership; recommend training opportunities; advocate for White Glove Service and continuous improvement.

Skills

Data entry

Microsoft Suite

SharePoint

Adobe Acrobat

LPS

Customer service

Writing

Education

College degree

Job description

Two Harbors Investment Corp. is seeking an Intake Quality Analyst to perform quality reviews of intake processes, complaints, and response letters to customers.

The role works with multiple stakeholders and is focused on accuracy, writing quality, and continuous improvement. Responsibilities include evaluating correspondence, ensuring correct data entry in RPMS (LPS) and CCN/SharePoint, and generating QA reports.