Contact Monitoring Specialist

Brightshore Mortgage•Ocala, FL

8d•Onsite

About The Position

The Contact Monitoring Specialist is responsible for evaluating and enhancing the quality of borrower interactions across all communication channels, including phone calls, AI-assisted conversations, and email. This role supports BrightShore Mortgage’s commitment to consistent, compliant, and high-quality servicing by reviewing contact activity across departments such as Customer CARE, Collections, SPOC, Default, and general call center teams. This position monitors and scores a variety of borrower interactions, including live agent calls, AI-generated voice calls, and email communications, ensuring alignment with internal service standards, regulatory expectations, and the company’s cultural pillars. The specialist collaborates with department leaders to identify coaching needs, support training efforts, and recommend improvements that drive high performance, accuracy, and borrower satisfaction throughout the contact lifecycle.

Requirements

High school diploma or GED required
2+ years of experience in mortgage servicing, customer service, call center operations, or contact quality assurance
Experience reviewing borrower communications in both verbal and written formats, including calls, emails, and system-generated content
Familiarity with mortgage servicing systems, servicing regulations, and call handling standards such as FDCPA and ECOA
Proficient in Microsoft Office, particularly Excel and Outlook
Strong written communication skills for documentation and feedback delivery
Demonstrated ability to remain objective, accurate, and consistent when evaluating employee performance and customer experience
Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
Word processing (speed and accuracy)
Use typical office equipment (computers, fax, phones, copiers, scanners, etc.)
Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
Clear speaking voice on the telephone, in person, and recorded
Hearing within normal ranges in noise environments typical of office
Able to sit for long periods of time at computer or other work-station and in meetings
Able to use computers and operate equipment
Able to lift 10 pounds occasionally unassisted

Nice To Haves

Associate’s or Bachelor’s degree in Business, Communications, or a related field preferred
Experience working with AI-driven systems or virtual agents is a plus
experience with call monitoring platforms preferred
MSP or FICS’ Mortgage Servicer a plus

Responsibilities

Monitor and evaluate live and recorded borrower calls across servicing teams, including Customer CARE, SPOC, Collections, and Default
Review AI-generated phone call transcripts and audio files to assess accuracy, tone, regulatory compliance, and borrower experience
Audit email communications from all borrower-facing teams to ensure professionalism, consistency, and adherence to policy
Score interactions based on established quality standards and contact monitoring forms, documenting findings and trends
Identify coaching opportunities and escalate quality concerns to supervisors or department leaders as appropriate
Maintain tracking logs of completed reviews, including call outcomes, compliance flags, and service observations
Partner with team leads, supervisors, managers and trainers to support calibration sessions, contribute to training content, and reinforce quality goals
Ensure that all monitored contacts meet regulatory requirements, such as FDCPA, ECOA, and internal servicing guidelines
Collaborate with Training, and Servicing leadership to refine monitoring tools, feedback loops, and performance benchmarks
Assist with the development and periodic refresh of contact monitoring scorecards and audit criteria
Support reporting efforts by providing summaries of contact quality trends, audit outcomes, and department-specific performance themes
Participate in departmental meetings, coaching sessions, or initiatives aimed at improving overall borrower interaction quality
Perform other duties or project-based assignments as requested to support continuous improvement in contact performance