Friday, August 22, 2014

Servicing QA Analyst I



WheelHouse Resource Partners is currently seeking a Servicing QA Analyst I
for a permanent position with a financial services company with an office
in Farmers Branch. www.wheelhouserp.com

Position Summary:
The Servicing Quality Assurance Analyst is responsible for overseeing the
monthly quality assurance reviews of various servicing departments to
ensure adherence to the department procedures and company policies. Works
closely with department leaders to analyze, develop, and implement quality
metrics and scorecards.

Essential Functions:
Adhere to General Work Requirements.
Working in conjunction with management provides strategic direction,
guidance, and solutions in implementing risk control processes and quality
evaluations.
Perform quality assurance reviews and evaluations for various servicing
departments including call center customer contact reviews.
Evaluate agents on customer service and collection calls.
Complete call evaluation forms, provide feedback and coaching to agents.
Conduct calibration meetings to review findings or exceptions with
management.
Interface with internal and external auditors.
Develop QA testing methodologies for various processes and projects.
Work together with management reporting department to develop various
oversight and risk reports that check for system illogicals and profile
high risk conditions.
General Skills
Good verbal and written communication skills.
Ability to provide outstanding customer service in fast paced environment.
Experience conducting research, conducting interviews and searching records
to gathering data for performing root cause analysis and preparing finding
reports.
Ability to partner with business and/or service groups in the development
of Management Corrective.
Proficient working knowledge of computerized applications, for example,
word processing, spreadsheet, database, presentation software, email and
specialized business applications software.
Presentation skills necessary to effectively communicate, update, persuade,
and/or facilitate discussions with all level of management.
Interpersonal skills necessary to establish and maintain effective working
relationships with coworkers, other business areas and government agencies
as required.
Ability to:
to read and interpret complex reports and documents.
to assimilate and interpret various sources of data and provide and make
decisions on recommendations to executive management to solve highly
complex problem solving issues from start to finish.
Demonstrated high level proficiency of oral and written communication
skills.
Planning and organizational skills necessary to coordinate workload around
multiple assignments.
Minimum Qualifications:
Bachelor's Degree in Business Administration or equivalent experience.
2+ years of experience in mortgage banking.
1+ years of experience as call center quality assurance analyst.
Additional Desired Qualifications:
Mortgage Customer Service and/or Collections experience.
Direct experience using MSP.
Prior experience as governance or QA analyst.
Physical Requirements:
Physical demands with activity or condition existing a considerable amount
of time include sitting and typing/keyboarding using a computer (i.e.,
keyboard, mouse, and monitor) or adding machine.

If interested, please send your resume

caitlin@wheelhouserp.com