Opportunity Description
Call Quality Analyst (6-Month Contract)
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:
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....
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