Sr.Quality Analyst- US Residential Mortgage underwriting
Job details
A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.To know more about Firstsource please visit our website www.firstsource.comJob location :Bangalore Position : Sr.Quality Analyst- US Residential Mortgage UnderwritingDivision : BPOExperience : 2-4 years of experience in relevant roleKey Skills : Monitor agents to identify errors, deviations & initiate corrective measures.Provide actionable data to various internal support groups as needed.Generate account specific QA reports based upon predefined contractual criteria and provide inputs toCreate & maintain timely & accurate QA database.Conduct feedback sessions with Agents.Participate in design of call monitoring formats and quality standards.Compile and track performance at team and individual level.Participate in customer and client listening programs to identify customer needs and expectations.Coordinate and facilitate call calibration sessions for call center staff.Provide feedback to call center team leaders and managers.Prepare and analyze internal and external quality reports for management staff reviewKnow-HowCritical:*Good written and verbal communication skills & team management skills.*Familiarity with the DMAIC Approach*Overview of Internal Audit procedure*Familiarity with COPC compliance requirements*Good knowledge of spreadsheets and graphs, ability to create and present Power Point presentations.*Follow and ensure compliance to the Information Security Policy Statement, the Acceptable Use Policy and the Information Classification Policy*Abide and check conformance by team members to the Do's and Don'ts explained during the security briefings / announcements. Eligibility: Any GraduateContact detailsNeelam SharmaEmail- neelam.sharma1@sourcepointmortgage.com PRB
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