Call Center Quality Analyst

Virginia Housing Development Authority•Richmond, VA

1d•$54,000 - $72,500•Hybrid

About The Position

Join Virginia Housing and help make a difference as a Call Center Quality Analyst. This important role will perform Call Quality Analyst functions for five Contact Centers within Homeownership Loan Servicing by monitoring a random sampling of calls each day. This includes the ability to perform repetitive tasks while providing excellent results. This position requires a highly motivated Quality Assurance Analyst that works with integrity and presents all call monitoring results accurately in an unbiased and professional manner. Virginia Housing is one of the nation’s leading housing finance agencies. Our mission is to help Virginians attain quality, affordable housing, which we accomplish through our lending and grant programs. We are focused on employee engagement and committed to a healthy and diverse workforce. We offer on-site conveniences such as a fitness center and free parking. Educational opportunities to help your advancement are available through classroom and online programs.

Requirements

High School Diploma or GED
Minimum 3 years single family mortgage servicing experience, default and/or performing loans
Extensive knowledge with single family ICE/Black Knight Director Servicing system
Exceptional analytical skills, with attention to detail.
Goal-oriented with the ability to prioritize duties.
Effectively utilize Microsoft office, including proficiency utilizing formulas in Excel.
Ability to interpret data and accurately compose results.
Excellent Communication – verbal and written
Integrity
Reliability
Discretion & Judgement
Results Oriented

Nice To Haves

Call Monitoring Quality Assurance experience preferred but not required
Call Center experience preferred but not required
Bilingual English and Spanish preferred but not required

Responsibilities

Perform Call Quality Analyst functions for five Contact Centers within Homeownership Loan Servicing by monitoring a random sampling of calls each day.
Present all call monitoring results accurately in an unbiased and professional manner.