Quality Assurance Analyst 6/29/2018

PHH Corporation Mount Laurel, NJ

Location
Mount Laurel, NJ
AJE Ref #
582231549
Job Classification
Full Time
Job Type
Regular
Company Ref #
18-0076
Experience
Mid-Career (2 - 15 years)
Education
High School Diploma or GED

JOB DESCRIPTION

APPLY
Description

POSITION SUMMARY:

Monitor and evaluate telephone conversations between mortgage loan customers and Customer Service Representatives/SPOC Case Managers to ensure all company policies, procedures and regulatory requirements are adhered to.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

* Listen to recorded telephone conversations between mortgage loan customers and Customer Service Representatives/SPOC Case Managers

* Complete evaluation scorecards for recorded telephone conversations and/or applicable research functions

* Extract reports from online vendor tool, analyze data and summarize information contained within the reports and disseminate accordingly

* Escalate quality alerts (defects detected during call monitoring) to the Customer Service Representative/SPOC Case Manager and Customer Service/SPOC leadership

* Identify trends and escalate to appropriate parties

* Coordinate and lead joint call monitoring sessions

* Coach and train representatives on procedural changes and process updates

* Ensure contractual obligations regarding call monitoring are met

* Perform various quality audits and lead/assist with research initiatives

* Complete monthly reporting assignments where appropriate

Requirements

EDUCATION / EXPERIENCE

To perform this job successfully, an individual must have the following education and/or experience:

* High School diploma or equivalent required

* Minimum of two years of experience in Mortgage Customer Service/SPOC or Collections is required

KNOWLEDGE, SKILLS, AND ABILITIES

* Analytical, with an ability to identify and resolve problems

* Strong verbal and written communication skills

* Ability to meet the needs of external customers by delivering high quality service

* Strong interpersonal skills

* Ability to work independently as well as in a team environment

* Well organized, paying close attention to detail

* Ability to manage multiple priorities in a timely manner

TRAINING / LICENSING REQUIREMENTS

* Must pass PHH Corporation s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

CORE COMPETENCIES

* Behaves as a Leadership Role Model

* Builds Strong Working Relationships

* Drives and Delivers Exceptional Results

* Customer/External Focus

TECHNOLOGY SKILLS

* Proficient with Microsoft Office products (e.g. Word, Excel, Outlook, Powerpoint, etc.)

PHYSICAL DEMANDS

* NA

OTHER REQUIREMENTS

* NA

TRAVEL / WORK SCHEDULE

* 8:30 am 5:00 pm M-F

* Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

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