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Quality Assurance Analyst

Fort Worth, TX | Temp

Post Date: 12/18/2017 Job ID: 85449 Specialties: Administrative/Clerical Pay Rate: $17.00/hour

Are you looking for a temporary position where you can use your past QA skills?? Are you looking to start working for an incredible bank?!

DO WE HAVE THE POSITION FOR YOU!!!

Job Title: Quality Assurance Analyst - Call Center/Customer Support

Location: Fort Worth, TX

Pay: $16 - $20/hr - DOE

Schedule: 8am - 5pm, M - F, long term temp

Job Description: The Quality Assurance Analyst will work with members of the Compliance Department and Loan Servicing Department to maintain extensive quality control and compliance activities. Responsible for proactively assessing, managing and mitigating compliance risk within Servicing and ensure compliance by following all Federal, State, Local, Investor, and Agency rules and regulations. Specific responsibilities include monitoring and evaluating Customer Support/Relations interactions with the customer.

Responsibilities Include:

  • Monitor and evaluate customer interaction (e.g. phone calls, secured messages) to ensure consistent and accurate processes are conducted with customers

  • Test and provide detailed results to identify Customer Support/Relations skill deficiencies and ensure consistent improvement in the quality of customer interactions

  • Participate in calibration sessions to assess Customer Support Supervisors are evaluating/coaching agent performance consistent with the Quality Assurance Guidelines

  • Working knowledge of all State, Federal, Local, Investor, and Agency rules and regulations

  • Prepare and present reports to management regarding status of compliance in areas of compliance focus

  • Maintain effective working relationships with management

  • Recommend control enhancements that will mitigate areas of risk that may arise from inadequate or failed audit findings

Job Requirements

  • 2+ years' experience in a compliance role

  • 2+ years' experience Quality Assurance Call Center/Customer Support

  • 2+ years' experience within mortgage servicing

  • Excellent problem solving skills

  • Excellent verbal and written communication skills, ability to articulate issues, interact with federal and state regulatory authorities, and make presentations to Senior Management

  • Excellent interpersonal skills with the ability to maintain confidentiality

  • Analytical, detailed and results oriented with excellent organizational skills

  • Ability to work in a fast paced changing environment

  • Ability to work independently, prioritize workload, and balance multiple duties

  • Ability to respond quickly to a changing environment

  • Proficient in Microsoft Office

  • Must be able to work effectively and efficiently under pressure

Application Process Includes:

  • Background check

  • Soft credit check

For immediate consideration, send your resume to michellez@cornerstonestaffing.com

To Apply for this Job:

  1. Click the Apply Online button at the top of this page if you are on the CornerStone Staffing job board.

  2. Click this link to Apply with CornerStone Staffing if you are reading this job description on another job board: http://bit.ly/1dEaldj

  3. After completing the Online Application, come to the Fort Worth office to interview with a recruiter:

CornerStone Staffing Fort Worth

1200 Summit Avenue, Suite 518

Fort Worth, TX 76102


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