Mortgage Contact Quality Specialist

Brightshore Mortgage, Inc.; Ocala (FL); On-site; USD 52,000 - 68,000; Full time

Job summary

BrightShore Mortgage is seeking a Contact Monitoring Specialist to evaluate borrower interactions across phone, AI-assisted conversations, and email. The role ensures compliance with internal standards and regulatory expectations while supporting training and coaching initiatives to raise performance and borrower satisfaction.

The position emphasizes collaboration with department leaders to identify coaching needs, track quality trends, and contribute to continuous improvement in servicing

Qualifications

• High school diploma or GED required; Associate’s or Bachelor’s degree in Business, Communications, or a related field preferred.
• 2+ years of experience in mortgage servicing, customer service, call center operations, or contact quality assurance.
• Experience reviewing borrower communications in verbal and written formats (calls, emails, system-generated content).
• Familiarity with mortgage servicing systems, servicing regulations, and call handling standards (FDCPA, ECOA).

Responsibilities

• Monitor and evaluate live and recorded borrower calls across servicing teams (Customer CARE, SPOC, Collections, Default).
• Review AI-generated transcripts and audio to assess accuracy, tone, and regulatory compliance.
• Audit email communications for professionalism and policy adherence.
• Score interactions based on quality standards and document findings and trends.
• Identify coaching opportunities and escalate quality concerns to leadership.

Skills

Attention to detail

Regulatory knowledge

Communication skills

Call center operations

Education

Associate’s or Bachelor’s degree in Business or Communications

High school diploma or GED

Tools

MSP or FICS Mortgage Servicer

Excel

Outlook

Job description

BrightShore Mortgage is seeking a Contact Monitoring Specialist to evaluate borrower interactions across phone, AI-assisted conversations, and email. The role ensures compliance with internal standards and regulatory expectations while supporting training and coaching initiatives to raise performance and borrower satisfaction.

The position emphasizes collaboration with department leaders to identify coaching needs, track quality trends, and contribute to continuous improvement in servicing