Remote QA Analyst – Loan Servicing Communications

Carrington; Richmond (VA); 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

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live or recorded customer communications via phone, email, or chat and ensure compliance with quality and regulatory guidelines. The role supports various loan servicing functions and requires at least two years in related QA or call monitoring.

We offer remote work from home with competitive hourly pay and opportunities to contribute to process improvements, scoring calibration, and reporting trends

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 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.

Skills

Call monitoring

Quality assurance

Loan servicing

Bilingual (plus)

Education

High School Diploma

Job description

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live or recorded customer communications via phone, email, or chat and ensure compliance with quality and regulatory guidelines. The role supports various loan servicing functions and requires at least two years in related QA or call monitoring.

We offer remote work from home with competitive hourly pay and opportunities to contribute to process improvements, scoring calibration, and reporting trends