Supervisor, Quality Control- Call Monitoring

Primary Function

Support the organization’s ongoing commitment to high-quality, consistent interactions between homeowners and customer-facing agents by leading the Quality Control (QC) team. The Supervisor is responsible for managing the Quality Control staff, ensuring consistent application of company standards across audits, assisting with audit research, compliance monitoring, and compliance testing.

Direct Reports

• Call Quality Control Analyst I
• Call Quality Control Analyst II
• Call Quality Control Analyst III

Principal Duties

• Supervise and provide guidance to Quality Control Analysts by answering questions and clarifying monitoring and testing requirements.
• Track, monitor, and measure employee performance according to department standards. Provide feedback monthly.
• Oversee and facilitate the training of new employees.
• Review and approval of all employee time records.
• Maintain training and support materials.
• Maintain process and procedure documentation and create process and procedure documentation where it does not currently exist.
• Prepare and submit departmental metrics and QC audit results on a timely basis.
• Proactively oversee QC audit schedule and ensure all audit responses are complete, accurate, and provided timely.
• Escalate issues to manager as identified via quality control and dispute reviews.
• Create employee Improvement Action Plan for Quality Control Analyst’s success.
• Manage the Call Monitoring Inbox timely and accurately.
• Address call audit disputes timely and accurately.
• Maintain detailed audit records using spreadsheets and databases and deliver monthly reporting to senior management on QC operations.
• Conduct audits to assist in identifying operational risks and escalating issues to Compliance management.
• Research and review accounts, items, or processes selected for audit as necessary.
• Perform secondary QC reviews of Call Quality Control Analysts to ensure adherence to standards and consistency in outcomes.
• Partner with leadership as a Quality Control liaison to functional business areas.
• Partner with business lines to create and validate remediation plans.
• Assist in QC completion of all internal, vendor, investor, and all other required QC audits.
• Perform other duties as assigned by management.

Education And Experience Requirements

• High School Diploma or equivalent required.
• Bachelor’s degree preferred.
• 6+ years mortgage servicing experience.
• Prior supervisory experience preferred.
• Experience in Call Center or Call Audit processes.
• Experience analyzing basic processes and data for all supported business units.

Knowledge, Skill, and Ability Requirements

• Proficient in Microsoft Word and Excel.
• Knowledge of ACES (a plus, not a requirement).
• Excellent communication skills.
• Strong knowledge and understanding of mortgage industry, servicing regulations, and GSE guidelines are required.
• Strong skill set for organization and attention to detail.
• Strong research and follow-up skills.
• Able to meet strict deadlines.
• Self-Motivated.
• Able to work independently with minimal supervision.
• Strong analytical, problem solving and mathematical skills.
• Able to work overtime as needed.
• Able to work well with others across department.

Additional Information

• While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.
• All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator.

Company Benefits

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) Retirement plan with employer match
• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
• Adoption Assistance
• Tuition & Certification reimbursement
• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships
• Newrez NOW - Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.

Equal Employment Opportunity

• We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status.

CA Privacy Policy

• CA Notice at Collection