Remote QA Call Monitor – Loan Servicing Compliance

Carrington; Des Moines (IA); Remote; USD 33,000 - 36,000; Full time

Job summary

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live and recorded customer interactions via telephone, email, or online chat. The role emphasizes adherence to quality and regulatory guidelines while supporting the company’s servicing operations.

The ideal candidate has 2+ years in loan servicing call monitoring or QA, with strong knowledge of customer service processes.

Qualifications

• 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.).
• 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 report findings.
• 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.
• Maintain a 98% call score accuracy ratio.

Skills

Call monitoring

Quality assurance

Loan servicing

Bilingual

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 via telephone, email, or online chat. The role emphasizes adherence to quality and regulatory guidelines while supporting the company’s servicing operations.

The ideal candidate has 2+ years in loan servicing call monitoring or QA, with strong knowledge of customer service processes.