Remote Quality Assurance Analyst – Loan Servicing

Carrington; Little Rock (AR); Remote; USD 33,000 - 36,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Educational reimbursement

Community foundation

Job summary

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live and recorded customer communications via telephone, email, or other channels and ensure compliance with quality and regulatory guidelines. The pay range is $24.00–$26.00 per hour, and the position is remote from home.

Responsibilities include identifying improvement opportunities, calibrating scoring, completing trend reports, and supporting call reviews with a goal of a 98% call score accuracy.

Qualifications

• High School Diploma or equivalent.
• 2+ 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 guidelines.
• Identify opportunities for improvement and report findings to management.
• Assist design of call monitoring guidelines and formats.
• Participate in calibration meetings for scoring methods.
• Complete reports on monitoring trends and projects.

Skills

Loan servicing knowledge

Call monitoring experience

Bilingual (nice to have)

Education

High School Diploma

Job description

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live and recorded customer communications via telephone, email, or other channels and ensure compliance with quality and regulatory guidelines. The pay range is $24.00–$26.00 per hour, and the position is remote from home.

Responsibilities include identifying improvement opportunities, calibrating scoring, completing trend reports, and supporting call reviews with a goal of a 98% call score accuracy.