Call Quality Analyst I

Pennymac • Moorpark, CA

427d • $39,000 - $55,000

About The Position

The Call Quality Analyst at Pennymac is responsible for conducting call quality audits to support various lines of business within Default Servicing. This role involves providing detailed feedback on call quality, ensuring compliance with internal policies and federal regulations, and maintaining necessary documentation for audits. The position plays a crucial role in enhancing the quality of customer interactions and supporting the company's mission of helping Americans achieve homeownership.

Requirements

• Experience in call monitoring or in a customer-facing position.
• Familiarity with Excel and Word.
• Preferred experience in financial services and the mortgage industry.

Responsibilities

• Perform review of agent documentation within the system of record to validate accuracy and omission of relevant information.
• Review ancillary business applications to gather additional information relevant to the call sample.
• Ensure samples reviewed adhere to internal policies and procedures, investor/insurer guidelines, and federal regulations.
• Complete call quality audits in a timely manner, in accordance with established policies and procedures.
• Maintain documents necessary to perform call quality audits including itemized checklists and trackers.
• Perform other related duties as required and assigned.
• Demonstrate behaviors 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: Entry Level
• Industry: Real Estate
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees