Mortgage Servicing Quality Analyst | TULSA | ONSITE

Sutherland Mortgage Services Inc. is seeking an experienced and motivated individual to join our team as a Quality Assurance Analyst.   This is an onsite role within our Tulsa OK office. The candidate will possess exceptional management and mortgage servicing skills with excellent oral and written communication abilities. The QA Analyst is responsible for QA call listening and reporting for thirty-five mortgage servicing customer service representatives.

KEY FUNCTIONAL PRIORITIES QA Call Listening and Reporting

Conduct Call Listening for every Cust Serv Rep Evaluating :

Did the agent open the call promptly and provide the standard greeting

• Did the agent acknowledge appropriately match the customers energy tone build rapport and display confidence when interacting with the customer
• Did the agent adhere to the phone call handling etiquettes
• Did the agent take ownership of the call and display willingness to assist the customer
• Did the agent avoid interruption
• Did the agent communicate effectively by speaking clearly
• Did the agent maintain a fair rate of speech when speaking with the customer
• Did the agent communicate effectively by constructing grammatically correct statements when speaking with the customer
• Did the agent show empathy when appropriate
• Did the agent display active listening skills when speaking with the customer

Create and Distribute Monthly Management QA Reporting including but not limited to :

Evaluates the customer experience for the service rendered

Qualifications : QUALIFICATIONS :

Additional Information :

EEOC and Veteran Documentation

During employment employees are treated without regard to race color religion sex national origin age marital or veteran status medical condition or handicap or any other legally protected status.

At times government agencies require periodic reports from employers on the sex ethnicity handicap veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping reporting and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information please note that all

Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.

Please note : YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

EEOC and Veteran Documentation

During employment employees are treated without regard to race color religion sex national origin age marital or veteran status medical condition or handicap or any other legally protected status.

At times government agencies require periodic reports from employers on the sex ethnicity handicap veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping reporting and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information please note that all

Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.

Please note : YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

Remote Work : No

Employment Type : Full-time

Key Skills

Gas Chromatography,Laboratory Experience,Archival Standards,ELISA,Test Cases,Analytical Chemistry,Quality Assurance,Spectroscopy,Quality Control,cGMP,Selenium,Western Blot

Experience : years

Vacancy : 1