Remote QA Analyst – Loan Servicing Communications

Carrington; Plano (TX); Remote; USD 33,000 - 36,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Job summary

Come join our amazing team and work remote from home! The Quality Control Communications Analyst will monitor live and/or recorded communications with customers, via telephone, computer and/or email and measures compliance with established quality and regulatory guidelines.

The pay for this position is $24.00 - $26.00 an hour. Two or more years of loan servicing call monitoring or QA experience is required, with bilingual a plus.

Qualifications

• High School Diploma or equivalent work experience.
• Two or more years in loan servicing call monitoring or QA.
• Working knowledge of loan servicing processes.
• Bilingual is a plus.

Responsibilities

• Monitor live or recorded calls to measure compliance.
• Identify improvement opportunities and report trends.
• Assist in designing monitoring guidelines and formats.
• Calibrate scoring methods in team meetings.
• Complete reports on monitoring trends.
• Maintain 98% call score accuracy in reviews.
• Assist in exception and dispute review processes.
• Ensure consistent attendance for duties.
• Perform other duties as assigned.

Skills

Quality assurance

Call monitoring

Data analysis

Bilingual

Education

High School Diploma

Tools

Call center software

Job description

Come join our amazing team and work remote from home! The Quality Control Communications Analyst will monitor live and/or recorded communications with customers, via telephone, computer and/or email and measures compliance with established quality and regulatory guidelines.

The pay for this position is $24.00 - $26.00 an hour. Two or more years of loan servicing call monitoring or QA experience is required, with bilingual a plus.