Quality Assurance Evaluator

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.

Key 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

Required Qualifications

• 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
• Able to remain professional and composed in high-volume, fast-paced environments

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