Remote QA Compliance Analyst – Loan Servicing

Carrington; Boston (MA); Remote; USD 33,000 - 36,000; Full time

Benefits offered by this job

Comprehensive healthcare plans

Discretionary 401(k) match

Discount access via employee portal

Customized training programs

Employee referral bonuses

Educational Reimbursement

Carrington Charitable Foundation

Carrington Charitable Foundation - www

Carrington charitable foundation info

Carrington employee discounts

Job summary

Carrington Mortgage Holdings is hiring a Quality Control Communications Analyst to monitor live and recorded customer interactions via phone, computer, or email from a remote home-based setup. The role ensures compliance with quality and regulatory guidelines across customer communications in the US.

The position pays $24.00–$26.00 per hour and requires 2+ years in loan servicing call monitoring or QA, with a high school diploma or equivalent.

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

Loan servicing knowledge

Call monitoring

Quality assurance

Bilingual (nice to have)

Education

High School Diploma

Job description

Carrington Mortgage Holdings is hiring a Quality Control Communications Analyst to monitor live and recorded customer interactions via phone, computer, or email from a remote home-based setup. The role ensures compliance with quality and regulatory guidelines across customer communications in the US.

The position pays $24.00–$26.00 per hour and requires 2+ years in loan servicing call monitoring or QA, with a high school diploma or equivalent.