Loan Processor - Quality Review
Onsite, Richmond, VA Position Overview:
We are seeking a highly motivated Call Quality Analyst for a 6-month onsite contract role supporting five contact centers specializing in Homeownership Loan Servicing. The analyst will monitor a random sampling of calls daily, performing repetitive tasks with a consistent standard of excellence. This role requires integrity, attention to detail, and the ability to present call monitoring results in an accurate, unbiased, and professional manner. Key Responsibilities:
- Monitor and evaluate a random selection of calls each day across multiple contact centers.
- Provide thorough, unbiased, and accurate documentation of call quality results.
- Interpret call data to identify trends, issues, and opportunities for improvement.
- Ensure compliance with standard operating procedures, quality standards, and regulations.
- Maintain confidentiality and integrity in all tasks and communications.
- Minimum 3 years of experience in single family mortgage servicing (default and/or performing loans).
- Extensive knowledge of single-family ICE/Black Knight Director system.
- Strong analytical skills with proven attention to detail.
- Ability to perform repetitive quality assurance tasks while providing consistently high-quality results.
- Excellent communication and reporting skills.
- Call monitoring or call quality assurance experience (highly desired, but not required).
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