Remote Loan Servicing QA Analyst

Carrington; Olympia (WA); Remote; USD 33,000 - 36,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Discount programs

Educational reimbursement

Training programs

Referral bonuses

Job summary

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live and recorded customer interactions from home. You will ensure adherence to quality and regulatory guidelines while supporting efficient servicing operations.

The role requires 2+ years in loan servicing call monitoring, call center or QA, with knowledge of loan servicing processes. Bilingual能力 is a plus and a full-time remote position is offered.

Qualifications

• High School Diploma or equivalent work experience required
• Two (2) 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.)
• 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

Call monitoring experience

Quality assurance

Customer service

Bilingual (EN/ES)

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 from home. You will ensure adherence to quality and regulatory guidelines while supporting efficient servicing operations.

The role requires 2+ years in loan servicing call monitoring, call center or QA, with knowledge of loan servicing processes. Bilingual能力 is a plus and a full-time remote position is offered.