Call Quality Analyst II

Pennymac • Moorpark, CA

24d • $45,000 - $66,000 • Onsite

About The Position

The Call Quality Analyst II is responsible for performing call quality audits in support of various lines of business within Default Servicing. As the Call Quality Analyst, you will provide feedback in support of findings, including the appropriate level of detail required to make the information meaningful to the supported lines of business.

Requirements

• Experience in call monitoring or in a customer facing position
• Must have familiarity with Excel and Word

Nice To Haves

• Financial Services and, if possible, mortgage industry experience preferred

Responsibilities

• Perform review of agent documentation within the system of record to validate accuracy, omission of relevant information, etc.
• Perform review of ancillary business applications to gather additional information that may be relevant to the call sample
• Ensure samples reviewed adhere to internal policies and procedures, investor/insurer guidelines and federal regulations
• Ensure call quality audits are completed in a timely manner, in accordance with established policies and procedures
• Maintain documents necessary to perform call quality audits including, itemized checklists, trackers, etc.
• Perform additional targeted reviews, both established and ad-hoc, gathering additional information and samples, performing additional testing and providing feedback to Supervisor when appropriate
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

Benefits

• Comprehensive Medical, Dental, and Vision
• Paid Time Off Programs including vacation, holidays, illness, and parental leave
• Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
• Retirement benefits, life insurance, 401k match, and tuition reimbursement
• Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed