Call Quality Control Analyst II

High School Diploma or equivalent.
Bachelor’s degree preferred.
2-4 years of mortgage banking/lending experience, with strong emphasis on Quality Control experience.
Advanced computer skills using Microsoft Office tools and aptitude for learning new systems.
Proficient in Microsoft Word and Excel
Strong verbal and written communication skills
Strong knowledge and understanding of mortgage servicing regulations, NMS requirements, and GSE guidelines.
Demonstrated experience analyzing basic processes and data for all supported business units.
Demonstrated strong skill set for organization and attention to detail.
Strong research and follow-up skills, as well as the ability to meet strict deadlines.
Self-Motivated. Ability to work independently.
Extensive knowledge in FDCPA, GLBA and credit-related State Laws.
Strong analytical, problem solving, and mathematical skills.
Ability to work overtime as needed.
Ability to work well with others across departments.
An ability to work independently with minimum supervision.
A self-motivated work style and a strong desire to exceed expectations.
Strong knowledge of mortgage servicing and default processes.
Ability to meet timelines.
Knowledge of servicing requirements including FNMA, FHLMC, HUD, VA, and USDA.

Listen to a sample of calls for Customer Service, Collections, Loss Mitigation, and other call center units and provide timely feedback through scorecard delivery and other feedback channels.
Document, track remedial action/action plan to assist in elimination of recurring errors.
Work in conjunction with the management to stay current with all procedure and policy changes and be aware of the department’s priorities related to call quality expectations.
Issue findings/recommendations to Operations and Production for valid exceptions.
Use spreadsheets and databases to maintain detailed audit records.
Conduct audits to assist in identifying operational risks and escalating issues to Compliance management.
Complete monthly workflow audits.
Acts as a resource for auditors for any assistance needed with completing monthly audits.
Research and review accounts, items, or processes selected for call audit.
Maintain the quality of the audits by ensuring all findings are thorough and defensible against dispute and having little to no grammatical errors.
Assist in Quality Control/Quality Assurance completion of all investor call audits, regulatory audits, state licensing audits, and any external audits conduct on the business.
Conduct daily call monitoring audits as assigned.
Performs other audit related duties as assigned by management.