Call Center Quality Analyst

life insurance, sick time, 401(k), retirement plan Aug 18, 2026 Bilingual Call Center Quality Analyst (Spanish speaking required) Start Date: August 31st Location: Englewood, CO, 80112 (Onsite - 5 days per week) Pay: $24.00 - $26.00/hour About the Role We are seeking a detail-oriented and analytical Customer Contact Quality Evaluator to join a growing contact center team supporting mortgage servicing operations. This role is ideal for professionals with call center QA, call auditing, or quality monitoring experience who are passionate about improving customer interactions and ensuring compliance with policies and procedures. Due to rapid growth and increased call volume, this team is expanding to support quality assurance across newly hired agents. This is a great opportunity to be hired for a premier national mortgage lending company within the financial services industry. Key Responsibilities Evaluate customer service interactions by listening to calls and reviewing emails to ensure compliance with company policies and procedures Conduct call audits and quality reviews, identifying trends, gaps, and opportunities for improvement Document findings and create detailed QA reports with actionable feedback Verify accuracy of agent documentation within Black Knight (mortgage servicing system) Provide constructive feedback and recommendations to agents and leadership to enhance service quality Participate in calibration sessions to ensure consistency in scoring and evaluation standards Track performance metrics such as error frequency, severity, and audit volumes Required Qualifications High School Diploma (required) 1+ year of call listening, call auditing, or QA experience within a contact center Experience working in a customer service or call center environment Proficiency with Microsoft Office (Excel, Word, Outlook) - minimum 2 years Strong attention to detail with the ability to follow strict policies and procedures Excellent communication skills with the confidence to provide constructive feedback Ability to remain professional and composed in high-volume, fast-paced environments Preferred Qualifications Experience in mortgage servicing or financial services contact centers Familiarity with Black Knight or similar servicing platforms Previous experience in quality monitoring (QM) or QA roles across industries What Sets Top Performers Apart Consistent and objective evaluation style Strong critical thinking and analytical skills Ability to identify trends and recommend improvements that elevate customer experience Confidence delivering feedback to both agents and leadership Work Environment Onsite role in Englewood, CO (Monday-Friday, 8:00 AM - 5:00 PM) Collaborative contact center environment supporting both Denver and Houston teams Structured training including: First-week onboarding with supervisor Side-by-side training with experienced QA team members Access to knowledge base, job aids, and procedures Interview Process Initial resume review by leadership Virtual interview followed by onsite meeting Focus on prior QA/call auditing experience, methodology, and communication style Why Join This Team? Competitive hourly pay with conversion to full-time opportunity High visibility role working directly with leadership Opportunity to make a measurable impact on customer experience and service quality Growing team with strong long-term potential Important Notes This is an onsite role - must be willing to commute to Englewood, CO. Must have prior call auditing or QA experience in a contact center setting. Spanish speaking capabilities are required. Job Type & Location This is a Contract to Hire position based out of Englewood, CO. Pay and Benefits The pay range for this position is $24.04 - $26.44/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: 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) Workplace Type This is a fully onsite position in Englewood,CO. Application Deadline This position is anticipated to close on Aug 28, 2026. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. 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. San Francisco Fair Chance Ordinance Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI) We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. Helping all candidates find great careers is our goal. The information you provide here is secure and confidential. #J-18808-Ljbffr TEKsystems