Call Center Quality Analyst

Start date: August 31st. Location: Englewood, CO, 80112 (onsite – 5 days per week).

About The Role

We are seeking a detail-oriented and analytical Customer Contact Quality Evaluator to join a growing contact center team supporting mortgage servicing operations. This role is ideal for professionals with call center QA, call auditing, or quality monitoring experience who are passionate about improving customer interactions and ensuring compliance with policies and procedures. Due to rapid growth and increased call volume, this team is expanding to support quality assurance across newly hired agents. This is a great opportunity to be hired for a premier national mortgage lending company within the financial services industry.

Responsibilities

• Evaluate customer service interactions by listening to calls and reviewing emails to ensure compliance with company policies and procedures
• Conduct call audits and quality reviews, identifying trends, gaps, and opportunities for improvement
• Document findings and create detailed QA reports with actionable feedback
• Verify accuracy of agent documentation within Black Knight (mortgage servicing system)
• Provide constructive feedback and recommendations to agents and leadership to enhance service quality
• Participate in calibration sessions to ensure consistency in scoring and evaluation standards
• Track performance metrics such as error frequency, severity, and audit volumes

Requirements

• High School Diploma (required)
• 1+ year of call listening, call auditing, or QA experience within a contact center
• Experience working in a customer service or call center environment
• Proficiency with Microsoft Office (Excel, Word, Outlook) – minimum 2 years
• Strong attention to detail with the ability to follow strict policies and procedures
• Excellent communication skills with the confidence to provide constructive feedback
• Ability to remain professional and composed in high-volume, fast-paced environments
• Spanish speaking capabilities are required

Preferred Qualifications

• Experience in mortgage servicing or financial services contact centers
• Familiarity with Black Knight or similar servicing platforms
• Previous experience in quality monitoring (QM) or QA roles across industries

Skills

What sets top performers apart:

• Consistent and objective evaluation style
• Strong critical thinking and analytical skills
• Ability to identify trends and recommend improvements that elevate customer experience
• Confidence delivering feedback to both agents and leadership

Work Environment

• Onsite role in Englewood, CO (Monday–Friday, 8:00 AM – 5:00 PM)
• Collaborative contact center environment supporting both Denver and Houston teams
• Structured training including:
  • First-week onboarding with supervisor
  • Side-by-side training with experienced QA team members
  • Access to knowledge base, job aids, and procedures

Interview Process

• Initial resume review by leadership
• Virtual interview followed by onsite meeting
• Focus on prior QA/call auditing experience, methodology, and communication style

Why Join This Team?

• Competitive hourly pay with conversion to full-time opportunity
• High visibility role working directly with leadership
• Opportunity to make a measurable impact on customer experience and service quality
• Growing team with strong long-term potential

Pay

The pay range for this position is $24.04 - $26.44/hour. Individual compensation offered within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)