Remote Quality Assurance: Communications Analyst

Carrington; Honolulu (HI); Remote; USD 33,000 - 36,000; Full time

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 an hour.

The role includes identifying improvement opportunities, calibrating scoring, completing reports, and maintaining a 98% call score accuracy. This position offers flexibility with remote work from home.

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 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 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 an hour.

The role includes identifying improvement opportunities, calibrating scoring, completing reports, and maintaining a 98% call score accuracy. This position offers flexibility with remote work from home.