Call Quality Analyst (6-Month Contract)

Onsite, Richmond, VA



Position Overview:

We are seeking a highly motivated Call Quality Analyst for a 6-month onsite contract role supporting five contact centers specializing in Homeownership Loan Servicing. The analyst will monitor a random sampling of calls daily, performing repetitive tasks with a consistent standard of excellence. This role requires integrity, attention to detail, and the ability to present call monitoring results in an accurate, unbiased, and professional manner.



Key Responsibilities:

• Monitor and evaluate a random selection of calls each day across multiple contact centers.


• Provide thorough, unbiased, and accurate documentation of call quality results.


• Interpret call data to identify trends, issues, and opportunities for improvement.


• Ensure compliance with standard operating procedures, quality standards, and regulations....