Remote Call Quality & Compliance Analyst

Carrington; Boise (ID); Remote; USD 68,770,000 - 74,501,000; Full time

Job summary

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live or recorded customer interactions across phone, email, and online channels. The role ensures compliance with quality and regulatory guidelines and supports ongoing process improvements.

You will report findings to servicing management, assist with scoring guidelines, and participate in calibration meetings. A strong attention to detail and 2+ years in call monitoring or QA are required, with a high

Qualifications

• High School diploma or equivalent.
• 2+ years in loan servicing call monitoring, call center, or QA.
• Working knowledge of loan servicing processes.
• Bilingual is a plus.

Responsibilities

• Monitor live or recorded calls with customers and measure compliance with established quality and regulatory guidelines.
• Identify opportunities for improvement and report findings to CMS servicing management.
• Assist with the design of call monitoring guidelines and formats.
• Participate in departmental meetings to calibrate scoring methods.
• Complete reports and special projects regarding monitoring trends.
• Ensure completion of call reviews and maintain a 98% call score accuracy ratio.
• Assist in the exception and dispute review process.
• Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities.
• Perform other duties as assigned.

Skills

Call monitoring

Quality assurance

Loan servicing knowledge

Bilingual (plus)

Education

High School Diploma or equivalent

Job description

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live or recorded customer interactions across phone, email, and online channels. The role ensures compliance with quality and regulatory guidelines and supports ongoing process improvements.

You will report findings to servicing management, assist with scoring guidelines, and participate in calibration meetings. A strong attention to detail and 2+ years in call monitoring or QA are required, with a high