Call Quality Assurance Monitoring Analyst Mortgage Servicing (Bengaluru)

Call Quality Assurance Monitoring Analyst Mortgage Servicing Location: Bengaluru -Indira Nagar Work Mode: Work from Office Shift: 5:00 PM to 2:00 AM, Monday to Friday Transportation: One-way cab drop will be provided Experience: 27 years Role Overview The Call Quality Assurance Monitoring Analyst will be responsible for monitoring and evaluating customer interactions, including inbound calls, emails, letters, and borrower queries. The role focuses on ensuring accuracy, regulatory compliance, process adherence, and high-quality customer service. The analyst will identify improvement opportunities, provide constructive feedback, and support operations in enhancing customer and team member experiences. Key Responsibilities - Monitor inbound customer calls for compliance, process adherence, scripting, accuracy, and service quality. - Review customer letters, emails, and written resolutions for accuracy, clarity, completeness, and compliance. - Identify and document errors, inconsistencies, compliance gaps, and areas for improvement. - Ensure customer resolutions follow regulatory requirements, legal guidelines, and company policies. - Evaluate whether all customer concerns and queries have been properly acknowledged and addressed. - Provide constructive feedback to case owners, team members, and managers. - Identify customer pain points and recommend process or performance improvements. - Support the implementation of quality control and performance improvement programs. - Monitor the effectiveness of coaching and corrective action plans. - Compile quality data and prepare reports for operations, training, and leadership teams. - Review process documents, work instructions, and procedures to ensure accuracy and consistency. - Stay updated on mortgage servicing guidelines, process changes, and regulatory requirements. - Support new employees through quality feedback and process guidance. - Assist with system testing, new business implementation, change requests, and special projects. Process Summary The selected candidate will review call recordings, emails, letters, and queries received from borrowers or customers. The analyst must identify all concerns raised by the customer, verify whether appropriate research has been completed, and ensure that the response provides a transparent and accurate solution while acknowledging the customers concerns. Strong mortgage servicing knowledge and excellent written and verbal communication skills are essential for this role. Minimum Qualifications - Bachelors degree in Business, English, Communications, or a related discipline. - 2+ years of experience in written communication, customer communication, or correspondence review. - 13 years of experience in Quality Assurance, Quality Auditing, Call Centre, or Customer Service. - Minimum 2 years of mortgage servicing experience. - Good understanding of loan servicing processes. - Hands-on experience with Black Knight MSP is mandatory. - Excellent written and verbal communication skills. - Strong analytical, organizational, and time-management skills. - High attention to detail and ability to identify errors or compliance gaps. - Ability to take ownership of assigned responsibilities. - Proficiency in Microsoft Office applications. Preferred Qualifications - 27 years of experience in the mortgage industry. - Experience in residential mortgage servicing. - Previous experience in call quality monitoring, correspondence auditing, or customer service quality assurance. Mandatory Skills - Mortgage servicing experience - Call quality monitoring or quality auditing - Email and letter review - Excellent written and spoken communication - Customer service quality assessment - Regulatory and process compliance - Black Knight MSP Work Schedule - Working Days: Monday to Friday - Regular Shift: 5:00 PM to 2:00 AM - Cab Facility: One-way cab drop will be provided Company Websites - First American India: https://www.firstam.co.in/ - First American: https://www.firstam.com/ Interested candidates may share their updated resume with: vshrutipradip@firstam.com smuthusamy@firstam.com .