Remote Quality Control Analyst – Loan Servicing Calls

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

Benefits offered by this job

Healthcare plans

401(k) discretionary match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Job summary

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to work remotely from home in the United States. The role monitors live or recorded customer interactions to ensure compliance with quality and regulatory standards.

You will report findings, help design monitoring guidelines, calibrate scoring, and deliver trend reports while aiming for a 98% score accuracy. Two+ years in loan servicing call monitoring or QA are required, with strong customer service knowledge and

Qualifications

• Two or more years in loan servicing call monitoring, call center or quality assurance.
• 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 guidelines.
• Identify opportunities for improvement and report findings to management.
• Assist with the design of call monitoring guidelines and formats.
• Calibrate scoring methods in team meetings.
• Complete reports and projects on monitoring trends.
• Maintain a 98% call score accuracy ratio and ensure timely reviews.
• Assist in exception and dispute review processes.
• Maintain consistent attendance and fulfill essential duties.

Skills

Call monitoring

Quality assurance

Customer service

Bilingual

Education

High school diploma or equivalent

Job description

Carrington Mortgage Holdings is seeking a Quality Control Communications Analyst to work remotely from home in the United States. The role monitors live or recorded customer interactions to ensure compliance with quality and regulatory standards.

You will report findings, help design monitoring guidelines, calibrate scoring, and deliver trend reports while aiming for a 98% score accuracy. Two+ years in loan servicing call monitoring or QA are required, with strong customer service knowledge and