Bilingual QA Evaluator
About The Position
We are seeking a detail-oriented and analytical Customer Contact Quality Evaluator to join a growing contact center team supporting mortgage servicing operations. This role is ideal for professionals with call center QA, call auditing, or quality monitoring experience who are passionate about improving customer interactions and ensuring compliance with policies and procedures. Due to rapid growth and increased call volume, this team is expanding to support quality assurance across newly hired agents. This is a great opportunity to be hired for a premier national mortgage lending company within the financial services industry.
Requirements
- High School Diploma (required)
- 1+ year of call listening, call auditing, or QA experience within a contact center
- Experience working in a customer service or call center environment
- Proficiency with Microsoft Office (Excel, Word, Outlook) – minimum 2 years
- Strong attention to detail with the ability to follow strict policies and procedures
- Excellent communication skills with the confidence to provide constructive feedback
- Ability to remain professional and composed in high-volume, fast-paced environments
- Spanish speaking capabilities are required.
Nice To Haves
- Experience in mortgage servicing or financial services contact centers
- Familiarity with Black Knight or similar servicing platforms
- Previous experience in quality monitoring (QM) or QA roles across industries
Responsibilities
- Evaluate customer service interactions by listening to calls and reviewing emails to ensure compliance with company policies and procedures
- Conduct call audits and quality reviews, identifying trends, gaps, and opportunities for improvement
- Document findings and create detailed QA reports with actionable feedback
- Verify accuracy of agent documentation within Black Knight (mortgage servicing system)
- Provide constructive feedback and recommendations to agents and leadership to enhance service quality
- Participate in calibration sessions to ensure consistency in scoring and evaluation standards
- Track performance metrics such as error frequency, severity, and audit volumes
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Mid Level
Education Level
High school or GED
