Content Quality Analyst

Two Harbors Investment • Coppell, TX

6d • Onsite

About The Position

The Content Quality Analyst is responsible for quality review of formal written responses provided to consumers, regulators, etc., and the associated system entries. The Content QA analyst will focus on fact-checking, proofreading for grammar and punctuation, and typographical errors and wording. Additionally, the analyst will assist in developing and creating new Correspondence quality processes and procedures and make recommendations for enhancements in training materials, policies, procedures and quick reference guides to enhance the quality of the written responses and the overall experience of the customer. The Contact Center Quality Analyst reports to the Correspondence Resolution Response Manager and must develop strong working relationships with key stakeholders, vendors, and co-workers.

Requirements

• Bachelor’s degree required
• Experience using Microsoft Suite, SharePoint, Adobe Acrobat, BKFS
• Two years of business writing experience
• Must have data entry experience
• Two years of customer service experience
• Must have strong writing skills
• Must be available on some weekends as required

Nice To Haves

• Experience with mortgage, consumer lending, and/or banking issues

Responsibilities

• Conduct quality reviews by evaluating the responses drafted by the Correspondence Response Specialists to complaints and inquiries received, including associated system entries, using management approved checklists.
• Evaluate drafted responses for: Appropriate substantive resolution, Writing quality (spelling, grammar, and logical flow), Thoroughness of research and fact patterns, Completeness of response package.
• Confirm correct and complete information for each item has been entered into the RPMS system of record (LPS) and Complaint database (SharePoint).
• Generate quality assessment reports for use by Correspondence Department leadership.
• Recommend training opportunities based on analysis of work produced.
• Act as an internal advocate for White Glove Service and operational excellence.
• Work with cross-department co-workers to ensure that all service delivery objectives are met.
• Contribute to continuous improvement projects to enhance efficiency and lower costs.
• Other work related duties, as assigned.
• Responsible for meeting RoundPoint’s commitment to compliance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level