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Quality Control Servicing Call Monitoring Analyst

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Location
Aliso Viejo, CA
Job Type
Temp To Perm
Date
Jul 22, 2019
Job ID
2674458
Quality Control Servicing Communication Analyst
 
Temp to Perm
$24.00 per hour
Monday - Friday full time hours
Aliso Viejo, CA

To apply please send resume to tara.micalizzi@elwoodprofessional.com
 
COMPANY PROFILE:
  • Healthy financial services company
  • Well-established, growing company
  • Strong benefits
  • Energetic, fun environment
WHAT THIS COMPANY OFFERS YOU:
  • Collaborative, team-based working environment
THE ROLE YOU WILL PLAY: Quality Control Servicing Call Monitoring Analyst
Job description:
The QC Service Communications Analyst will be responsible for monitoring live and/or recorded communications with customers, via telephone, computer and/or email and measures compliance with established quality and regulatory guidelines. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.
  • 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 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.
 
BACKGROUND PROFILE: Quality Control Servicing Call Monitoring Analyst
Qualifications:
  • High School Diploma or equivalent work experience required.
  • Two (2) 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.)
  • Basic origination lending knowledge preferred.
  • Intermediate to strong knowledge of Microsoft Office and Access applications.
  • Strong interpersonal skills and team orientation.
  • Strong detail and organizational skills.
  • Strong listening skills with ability to remain focused on the task at hand.
  • Intermediate to strong knowledge of Microsoft Office and Access applications.
  • Bilingual is a plus.
  • Strong time management and organizational skills.
  • Excellent analytical skills, unbiased thinker with ability to remain flexible.
 
To apply please send resume to tara.micalizzi@elwoodprofessional.com

 

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