Call Center Quality Analyst

We’re looking for amazing people! Come join Virginia Housing as a Call Center Quality Analyst. This important role will perform Call Quality Analyst functions for all Contact Centers within Homeownership Loan Servicing by monitoring a random sampling of calls, generating reports, and coordinating activities to ensure goals and objectives are accomplished within required timeframes.

Virginia Housing is one of the nation’s premier housing finance organizations. Our mission is to help Virginians attain quality, affordable housing, which we accomplish through our public-private partnerships.

We are focused on employee engagement and committed to a healthy and diverse workforce. We offer on-site conveniences such as a cafeteria, fitness center, and free parking. Educational opportunities to help your advancement are available through classroom and online programs.

Responsibilities will include:

• Accurately perform call monitoring by listening to and evaluating representatives for compliance with Virginia Housing’s policies and procedures as well as adherence to the company guidelines, investor and regulatory requirements.
• Produce monthly call quality scorecard evaluations and provide to Contact Center Managers.
• Independently perform call monitoring reviews by analyzing contact center communications with customers, verify accuracy of actions taken and compose written details of discrepancies when identified.
• Compile quality assurance results, update system of record and maintain documentation.
• Create monthly scorecard templates in the system of record which includes redesigning formulas to create trending results for management.
• Maintain continuous job knowledge and awareness of company policies, overall customer service etiquette requirements, as well as regulatory and investor requirements.
• Moderate monthly call calibration sessions with Contact Center and Quality Assurance Management.

Qualified candidates must have a minimum of 3 years of experience utilizing the Black Knight Loan Servicing system, Microsoft Office and a High School diploma or equivalent.

Preferred experience includes several years of experience in a Mortgage Servicing Contact Center or Quality Assurance environment. Bilingual proficiency preferred, but not required. Bachelor’s degree or equivalent work experience is preferred.

Applications and resumes are accepted online only at http://www.virginiahousing.com/careers.

This position will close at midnight on January 16, 2024.

Hiring Range: $51,562 - $67,030

Background check will be performed as a condition of employment.

Internal applicants

Please review relevant HR policy under 'Employment Practices' on the Zone before applying.

Apply through the Zone or at http://employees-virginiahousing.icims.com/.

-EOE-

rec:mrgd 

rec:soc 

rec:div