Interfirst Call Center Quality Assurance Analyst in Rosemont, Illinois
Interfirst Mortgage Company is a private equity-backed mortgage originator that is improving the way consumers obtain residential mortgages across the U.S., originating more than $35B of residential mortgages. Our leadership team has more than 100 years of mortgage, sales/marketing, and consumer-related experience, committed to delivering a best-in-class experience for every borrower. Charlotte and Chicago-area candidates have the option of working at one of our modern offices located near major transportation hubs, entertainment, and dining options and including the latest tech and amenities.
The Quality Assurance Analyst helps elevate Interfirst's customer experience by maintaining and improving the standards of every Interfirst representative. Your work ensures that our Interfirst loan team maintains professional, courteous, and friendly interactions with customers while remaining compliant with the Consumer Financial Protection Bureau regulations and other compliance-related criteria. You listen to sales calls while monitoring and scoring each call against a quality assurance checklist. You will identify overall compliance-related and soft skill behavior trends and communicate them to management to address.
Essential Duties & Responsibilities:
Ensure that accurate product and sales information is provided to all internal and external customers
Evaluate interactions with consumers ensuring quality customer service is delivered
Monitor & Evaluate customer interactions, including calls, emails and texts
Record and evaluate a quota of calls and emails per month
Ensure grading is calibrated with Quality Assurance standards/expectations
Ensure feedback is detailed enough to be used for performance improvement
Provide 1-on-1 coaching to phone and email agents around the quality process
Facilitate group coaching sessions and team meetings as needed
Identify actions and training that will address performance issues; coach to improve performance in these areas
Proactively communicate recognition in relations to the Quality process
Maintain a record of coaching interactions and feedback results to managers
Responsible for rolling out QA program updates and job aids
Stay up to date with changes and updates to procedures and corporate policies
Perform other duties as assigned
Bachelor?s Degree and a minimum of
Two or more years experience in quality assurance AND
Two or more years experience in customer service or sales AND
Two years of mortgage industry experience
Or equivalent combination of education and experience
Preferred, but not required:
- Two years of experience in training or mentoring
Knowledge, Skills & Abilities:
Tech-savvy with experience utilizing call monitoring tools, CRM platform, Google suite, and remote tools like Slack and Zoom
Able to interpret often complicated or mortgage industry-specific information
Proactive, highly organized individual who pays deep attention to details and accuracy
A continuous, curious learner, willing to learn technical concepts to support customer conversations
Grit: driven, self-motivated, resourceful, ?can do? attitude, and accountable
Remote responsibilities available. Local candidates to the Rosemont, IL, or Charlotte, NC location will be required to work a hybrid schedule of both onsite and remote work for better internal collaboration. Within a remote working environment it is expected that employees are readily accessible throughout the business day, responding quickly to email, chat, phone, and other communications.
We offer a great compensation package and benefits package to support you inside and outside of work when joining our team. Some of these benefits include a paid vacation policy, 401K, BCBS Medical Plans, dental, vision, company paid Life/AD&D, short term disability, and long term disability, free covered parking, casual dress policy and an onsite kitchen with free tea and coffee.
Interfirst is proud to be an Equal Opportunity Employer. You will be considered for this position based upon your experience and education, without regard to race, color, religion, sex, ethnicity, national origin, age, sexual orientation, ancestry, marital or parental status, disabled, military or veteran status, or any other basis or reason prohibited by any applicable law. We are committed to creating and maintaining a workforce environment that is free from any form of discriminations or harassment.