Call Quality Monitoring Specialist

Immediate need for a talented Call Quality Monitoring Specialist. This is a 02 months contract opportunity with long-term potential and is located in Phoenix, AZ(Onsite). Please review the job description below and contact me ASAP if you are interested.

Job ID: 25-92184

Pay Range: $40 - $46/hour.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• Independently works on simple to medium complexity testing projects.
• Shares findings with senior stakeholders such as Senior Testers or Test Lead.
• Independently conducts a wide range of quality-control tests and analyzes results to ensure that the software meets or exceeds specified standards and end-user requirements.
• Interfaces with the Test Lead, who is responsible for providing project-specific information and guidance.
• Writes user stories for simple to medium test cases based on business and end-user requirements.
• Creates test data, executes test cases, documents defects, generates test metrics, and tracks defects to resolution.
• Works with software development teams to troubleshoot, remediate issues in test and production environments.
• Documents defects and generates test metrics.
• Tracks defects to resolution within a defined timeframe.
• The individual will be responsible for listening to loan originators, loan processors, loan officer assistants, and closers for pre-recorded calls and scoring each call against a compliance checklist.
• Calls are about the loan application process from beginning to end.

Key Requirements and Technology Experience: 

• Key Skills; Call Auditing, Call Monitoring, Loan Origination, Regulations
• Knowledge of the mortgage regulations is required.
• Having experience in mortgage loan origination, processing, and/or similar recent mortgage experience is required for this position.
• 2 years of recent mortgage underwriting, loan origination, or similar mortgage experience (loan origination, mortgage processing, mortgage broker, loan officer, secondary marketing experience)
• Demonstrated knowledge of regulations such as Reg Z, ECOA/Regulation-B, UDAAP, and GLBA.
• Experience with call monitoring or reviewing calls for mortgage banking/compliance
• Call Recording Platform
• QC testing questionnaires
• Regulatory Websites
• Email and Excel
• The individual will be required to review 15-20 calls per day.
• Experience in call monitoring,
• Any prior loan origination experience

Our client is a leading Financial Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

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