Job Description

Call Quality Analyst (6-Month Contract)
Onsite, Richmond, VA

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.

Required Qualifications:

• 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.

Preferred Experience:

• Call monitoring or call quality assurance experience (highly desired, but not required).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.