Quality Oversight Analyst (Mortgage Servicing Call Center)

Description

POSITION OVERVIEW:

The Quality Oversight Analyst will be responsible for performing thorough reviews and evaluations of call center interactions to support our overall quality standards. They will work with our Customer Care Leadership Team to support consistent call monitoring, compliance checks, and data reporting as directed by the Head of Contact Center Oversight. Strong attention to detail, communication, and analytical skills are essential, as well as an in-depth understanding of call center QA practices, such as call scoring, compliance protocols, and quality metrics.

Onsite at our servicing headquarters in Troy, MI

ESSENTIAL DUTIES and RESPONSIBILITIES, include the following responsibilities, but not limited to:

• Evaluates the vendor’s QA processes and deliverables, verifying that assessments consistently meet established quality and regulatory standards.
• Summarizes quality findings in periodic reports, highlighting trends, issues, and opportunities for improvement.
• Identifies root causes of performance gaps and suggests corrective measures to enhance overall call quality.
• Maintains up-to-date QA documentation, including checklists, scorecards, and review processes.
• Collaborates with the Customer Care Leadership Team to align performance objectives and feedback protocols.
• Guides agents and supervisors by providing constructive input on quality findings and best practices.
• Contributes to ongoing training initiatives, ensuring lessons learned from QA analyses are integrated.
• Coordinates with the Head of Call Center Oversight to refine testing strategies and optimize QA workflows.
• Schedules and facilitates monthly meetings with the QA vendor to ensure consistent scoring calibrations and standards.

QUALIFICATIONS AND EXPERIENCE:

• Bachelor’s degree in Business, Communications, or related fields.
• Two of Years in quality assurance, call center, or vendor oversight leadership role; mortgage servicing experience preferred.
• Proficient in Excel, PowerPoint, and Salesforce for data analysis and reporting.
• Strong communication and data analysis skills, with the ability to present insights to various stakeholders.
• Attention to detail and a rule-oriented mindset to ensure accuracy and compliance
• Comfortable collaborating cross-functionally with multiple teams in a remote setting.
• Capable of operating independently to evaluate vendor QA processes while also integrating with internal teams for collective goals.
• Adaptable to a dynamic environment that requires proactive problem-solving and continuous learning.
• Demonstrates high standards of quality, professionalism, and integrity in every aspect of QA and vendor oversight.

NOT REQUIRED BUT NICE TO HAVE:

• Familiarity with a broad range of call center compliance regulations—such as FDCPA, RESPA, Regulation X, Regulation Z, Regulation F, GLBA, UDAAP, TCPA,
• Background in designing or delivering training sessions for QA teams or call center agents.

SUPERVISORY RESPONSIBILITIES:

Direct Reports: NA

PHYSICAL and ENVIRONMENTAL CONDITIONS:

This role operates in an ADA compliant office environment, utilizing typical office equipment and tasks including computer work. The position may involve partial stationary positions and moving throughout the day. Flexibility to work overtime to meet project deadlines is required.

COMPENSATION:

The salary ranges from $52,000 - $59,000 ($25 - $28.37 per hour). Factors that affect salary may include Quality Oversight Analyst experience, Call Center experience, overall knowledge of mortgage servicing industry, number of years worked in mortgage industry, computer skills, customer service experience specific to working with mortgage customers, and education.

CMG Financial is an equal opportunity employer and does not unlawfully discriminate in employment decisions. CMG will consider all qualified applicants without regard to race, religion, national origin, sex, age, veteran status, disability, familial status, marital status, actual or perceived sexual orientation, or actual or perceived gender identity. Applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of CMG Financial or reach out to [email protected].

CMG MORTGAGE, INC. NMLS #1820 If you are a recruiter or placement agency, please do not submit resumes to any person or email address at CMG Financial prior to having a signed agreement . CMG Financial is not liable for and will not pay placement fees for candidates submitted by any agency other than its approved recruitment partners. Furthermore, any resumes sent to us without an agreement in place will be considered your company’s gift to CMG Financial and may be forwarded to our recruiters for their attention.