Remote QC Communications Analyst – Loan Servicing

Carrington; Anaheim (CA); Remote; USD 33,000 - 36,000; Full time

Benefits offered by this job

Healthcare plans

50% 401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to remotely monitor live or recorded customer communications, ensuring adherence to quality and regulatory guidelines. The role involves analyzing monitoring results, designing guidelines, and reporting trends.

Two or more years in loan servicing call monitoring or QA are required, with bilingual being a plus. We offer comprehensive healthcare, a 401(k) match, employee discounts, training programs, referral bonuses,

Qualifications

• High School Diploma or equivalent work experience required.
• 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 guidelines.
• Identify opportunities for improvement and report findings to management.
• Assist with design of call monitoring guidelines and formats.
• Participate in meetings to calibrate scoring methods.
• Complete reports and projects on monitoring trends.
• Ensure call reviews completion and maintain high scoring accuracy.
• Assist in exception and dispute review process.
• Maintain consistent attendance and perform other duties as assigned.

Skills

Call monitoring

Quality assurance

Loan servicing

Bilingual (nice to have)

Education

High School Diploma

Job description

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to remotely monitor live or recorded customer communications, ensuring adherence to quality and regulatory guidelines. The role involves analyzing monitoring results, designing guidelines, and reporting trends.

Two or more years in loan servicing call monitoring or QA are required, with bilingual being a plus. We offer comprehensive healthcare, a 401(k) match, employee discounts, training programs, referral bonuses,