Remote Communications QA Analyst – Loan Servicing

Carrington; Salem (OR); Remote; USD 33,000 - 36,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Customized training programs

Referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live and recorded customer interactions by telephone, computer, and email, ensuring compliance with quality and regulatory guidelines. This role offers remote work from home in the United States.

You will identify improvement opportunities, assist in designing monitoring guidelines, calibrate scoring methods with teams, complete trend reports, and maintain a 98% call score accuracy.

Qualifications

• High School Diploma or equivalent work experience required.
• Two or more years of loan servicing call monitoring, call center or quality assurance experience required.
• Working knowledge of loan servicing (customer service, collections, home retention, debt recovery, etc.)

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 call monitoring

Quality assurance

Call center experience

Bilingual

Education

High School Diploma

Job description

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live and recorded customer interactions by telephone, computer, and email, ensuring compliance with quality and regulatory guidelines. This role offers remote work from home in the United States.

You will identify improvement opportunities, assist in designing monitoring guidelines, calibrate scoring methods with teams, complete trend reports, and maintain a 98% call score accuracy.