Remote Call Quality & Compliance Analyst

Carrington; Lincoln (NE); Remote; USD 33,000 - 36,000; Full time

Benefits offered by this job

Healthcare plans

Discretionary 401(k) match

Discount programs through employee门户

Training opportunities

Employee referral bonuses

Educational reimbursement

Job summary

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live and recorded customer interactions via telephone, email, or online portals. This role ensures compliance with quality standards and regulatory guidelines while upholding company policies.

You will review loan servicing communications, identify improvement opportunities, calibrate scoring, and prepare reports. A high school diploma and 2+ years in call monitoring or QA are required; bilingual

Qualifications

• Two (2) or more years of loan servicing call monitoring, call center or quality assurance experience.
• Working knowledge of loan servicing (customer service, collections, home retention, debt recovery, etc.)
• Bilingual is a plus

Responsibilities

• Monitor live or recorded calls with customers and measures compliance with established quality and regulatory guidelines.
• Identify opportunities for improvement and performance trends, 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.
• Responsible for ensuring completion of call reviews and maintaining 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

Loan servicing knowledge

Call monitoring experience

Quality assurance

Bilingual (plus)

Education

High School Diploma or equivalent

Job description

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live and recorded customer interactions via telephone, email, or online portals. This role ensures compliance with quality standards and regulatory guidelines while upholding company policies.

You will review loan servicing communications, identify improvement opportunities, calibrate scoring, and prepare reports. A high school diploma and 2+ years in call monitoring or QA are required; bilingual