Remote QA - Loan Servicing Communications Analyst

Carrington; Dover (DE); On-site; EUR 29,000 - 32,000; Full time

Benefits offered by this job

Healthcare plans

Discretionary 401(k) match

Discount portal access

Customized training programs

Employee referral bonuses

Educational reimbursement

Job summary

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live and recorded customer interactions via phone, computer and email, ensuring compliance with quality and regulatory guidelines. The pay for this position is $24.00–$26.00 per hour and is remote from home.

You will identify improvement opportunities, design monitoring guidelines, calibrate scoring, and complete reports on trends.

Qualifications

• High School Diploma or equivalent work experience.
• Two or more years in loan servicing call monitoring, call center or QA.
• Working knowledge of loan servicing disciplines.

Responsibilities

• Monitor live or recorded calls with customers and measure compliance.
• 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 projects regarding monitoring trends.
• Ensure completion of call reviews and maintain a 98% call score accuracy.
• Assist in the exception and dispute review process.
• Maintain consistent attendance to fulfill duties.
• Perform other duties as assigned.

Skills

Call monitoring experience

Loan servicing knowledge

Bilingual (plus)

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 phone, computer and email, ensuring compliance with quality and regulatory guidelines. The pay for this position is $24.00–$26.00 per hour and is remote from home.

You will identify improvement opportunities, design monitoring guidelines, calibrate scoring, and complete reports on trends.