Remote QA Analyst - Loan Servicing & Call Compliance

Carrington; Coraopolis (Allegheny County); Remote; USD 33,000 - 36,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match (50% of the first 4% of"+

Job summary

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live and recorded customer interactions from a remote home office. The role measures compliance with quality and regulatory guidelines and supports calibration of scoring across the team.

Requirements include a High School Diploma or equivalent and 2+ years in loan servicing call monitoring or QA. Bilingual is a plus, and the position offers comprehensive healthcare and a 401(k) match.

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 measure compliance with 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.
• 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 fulfill duties and responsibilities.
• Perform other duties as assigned.

Skills

Call monitoring experience

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 a remote home office. The role measures compliance with quality and regulatory guidelines and supports calibration of scoring across the team.

Requirements include a High School Diploma or equivalent and 2+ years in loan servicing call monitoring or QA. Bilingual is a plus, and the position offers comprehensive healthcare and a 401(k) match.