Remote Quality Assurance Analyst - Loan Servicing Calls

Carrington Holding Company, LLC; United States; On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Healthcare plans

Discretionary 401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Job summary

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live and recorded customer interactions across calls, email, and chat, ensuring compliance with quality and regulatory guidelines. This remote role offers flexibility while upholding Carrington's service standards.

You will analyze performance trends, support guideline design, calibrate scoring, and prepare reports. A High School diploma and 2+ years in loan servicing call monitoring or QA are required;

Qualifications

• Two years or more of loan servicing call monitoring, call center, or quality assurance experience.
• Working knowledge of loan servicing (customer service, collections, home retention, debt recovery).
• Bilingual abilities are a plus.

Responsibilities

• Monitor live or recorded calls with customers and measure 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 call monitoring

Call center experience

Quality assurance

Bilingual (plus)

Education

High School Diploma

Job description

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to monitor live and recorded customer interactions across calls, email, and chat, ensuring compliance with quality and regulatory guidelines. This remote role offers flexibility while upholding Carrington's service standards.

You will analyze performance trends, support guideline design, calibrate scoring, and prepare reports. A High School diploma and 2+ years in loan servicing call monitoring or QA are required;