Supervisor, Quality Control- Call Monitoring

Newrez LLC•Coppell, TX

21h

About The Position

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact. Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance. The Primary Function of this role is to support the organization’s ongoing commitment to high-quality, consistent interactions between homeowners and customer-facing agents by leading the Quality Control (QC) team. The Supervisor is responsible for managing the Quality Control staff, ensuring consistent application of company standards across audits, assisting with audit research, compliance monitoring, and compliance testing.

Requirements

High School Diploma or equivalent required.
6+ years mortgage servicing experience.
Experience in Call Center or Call Audit processes
Experience analyzing basic processes and data for all supported business units.
Proficient in Microsoft Word and Excel.
Excellent communication skills.
Strong knowledge and understanding of mortgage industry, servicing regulations, and GSE guidelines are required.
Strong skill set for organization and attention to detail.
Strong research and follow-up skills.
Ability to meet strict deadlines.
Self-Motivated.
Ability to work independently with minimal supervision.
Strong analytical, problem solving and mathematical skills.
Ability to work well with others across department.
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator.

Nice To Haves

Bachelor’s degree preferred.
Prior supervisory experience preferred.
Knowledge of ACES (a plus, not a requirement)

Responsibilities

Supervise and provide guidance to Quality Control Analysts by answering questions and clarifying monitoring and testing requirements.
Track, monitor, and measure employee performance according to department standards.
Provide feedback monthly.
Oversee and facilitate the training of new employees.
Review and approval of all employee time records.
Maintain training and support materials.
Maintain process and procedure documentation and create process and procedure documentation where it does not currently exist.
Prepare and submit departmental metrics and QC audit results on a timely basis.
Proactively oversee QC audit schedule and ensure all audit responses are complete, accurate, and provided timely.
Escalate issues to manager as identified via quality control and dispute reviews.
Create employee Improvement Action Plan for Quality Control Analyst’s success.
Manage the Call Monitoring Inbox timely and accurately.
Address call audit disputes timely and accurately.
Maintain detailed audit records using spreadsheets and databases and deliver monthly reporting to senior management on QC operations.
Conduct audits to assist in identifying operational risks and escalating issues to Compliance management.
Research and review accounts, items, or processes selected for audit as necessary.
Perform secondary QC reviews of Call Quality Control Analysts to ensure adherence to standards and consistency in outcomes.
Partner with leadership as a Quality Control liaison to functional business areas.
Partner with business lines to create and validate remediation plans.
Assist in QC completion of all internal, vendor, investor, and all other required QC audits.
Perform other duties as assigned by management.

Benefits

Medical, dental, and vision insurance
Health Savings Account with employer contribution
401(k) Retirement plan with employer match
Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
Adoption Assistance
Tuition & Certification reimbursement
Employee Mortgage Loan Program
The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships
1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)
Matching Gifts Program - dollar-for-dollar up to $1,000
Access to grants, nonprofit resources, and volunteer opportunities