Supervisor, Quality Control- Call Monitoring

Skip to main contentWe use cookies to make the safest and most effective website possible.Newrez LLC NMLS# 3013Also doing business as Shellpoint Mortgage Servicing1100 Virginia Drive, Suite 125Fort Washington PA 19034For licensing information, go to:www.nmlsconsumeraccess.org Newrez NMLS Consumer AccessDoing business as Newrez Mortgage in the states of Arkansas and Texas.  Website approval pending with the New York Department of Financial Services.Disclosures:Licensing & Disclosure InformationTerms & ConditionsPrivacy PolicyWebsite AccessibilityNewrez Fee Schedule NoticeServicing Legal DisclosureCA Privacy PolicyDo Not Sell My Personal Information - CA ResidentsRead Full Privacy MessageDeclineAccept CookiesJoin UsSign InSupervisor, Quality Control- Call Monitoring page is loadedSupervisor, Quality Control- Call MonitoringApplylocationsTX, Coppelltime typeFull timeposted onPosted 30+ Days Agojob requisition idR8685Who We AreAt 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.Primary FunctionSupport 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.Direct ReportsCall Quality Control Analyst ICall Quality Control Analyst IICall Quality Control Analyst IIIPrincipal DutiesSupervise 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.Education and Experience Requirements  High School Diploma or equivalent required.Bachelor’s degree preferred.6+ years mortgage servicing experience.Prior supervisory experience preferred.Experience in...