Customer Contact Quality Auditor

Customer Contact Quality Evaluator (QA Auditor) | Location: Englewood, CO (Onsite) | Schedule: Monday-Friday, 8:00 AM - 5:00 PM About the Opportunity Join a growing financial services organization supporting the mortgage servicing industry as a Customer Contact Quality Evaluator . In this role, you will play a critical part in ensuring contact center interactions meet company policies, regulatory requirements, and customer service standards. You will partner closely with leadership and frontline agents to identify coaching opportunities, improve customer experiences, and support operational excellence. Key Responsibilities Monitor and evaluate customer service calls and email interactions to ensure compliance with company policies, procedures, and quality standards. Conduct call listening and quality audits across contact center teams. Review customer interaction records and verify proper documentation within servicing systems. Identify trends, performance gaps, and opportunities for improvement. Create detailed audit reports and provide clear written feedback to leadership and agents. Share audit findings and recommendations with supervisors, managers, and leadership. Collaborate with contact center teams to support quality initiatives and continuous improvement efforts. Ensure customer interactions are accurately documented and appropriate status updates are maintained. Required Qualifications High School Diploma or equivalent. Minimum of 1 year of call monitoring, call listening, or quality auditing experience within a contact center environment. Experience reviewing customer service interactions for quality and compliance. Minimum of 2 years of experience using Microsoft Office Suite, including Word, Excel, and Outlook. Strong attention to detail and analytical skills. Excellent written and verbal communication skills. Strong interpersonal skills and professional phone etiquette. Ability to maintain professionalism and accuracy in high-volume or stressful situations. Preferred Qualifications Bilingual in Spanish and English. Experience within mortgage servicing, mortgage operations, banking, lending, or other financial services environments. Familiarity with mortgage servicing platforms such as Black Knight. Previous experience supporting mortgage servicing contact centers. Quality assurance, compliance, or auditing experience within a regulated industry. Ideal Candidate Detail-oriented and highly organized. Comfortable providing constructive feedback and coaching recommendations. Strong critical thinking and problem-solving abilities. Able to identify process improvement opportunities and communicate findings effectively. Passionate about delivering excellent customer experiences while ensuring compliance. Pay and Benefits Pay range: $24.04 - $26.44 per hour. Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Application Deadline This position is anticipated to close on Jul 23, 2026. Equal Opportunity Employment The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. #J-18808-Ljbffr TEKsystems