Quality Control Manager

Job Description

Job Description

The salary range for this position is $80,000 - $85,000 plus bonus, and it comes with benefits, including medical, vision, dental, life, and disability insurance. To apply to this hybrid role please send your resume to View email address on ziprecruiter.com.

The #1 thing on everyone's mind right now: ‘Where can I find a fresh start?’. NOTE: This position is a career-fast-track opportunity. Whoever fills this role is expected to be promoted quickly. 

Job Description:

•      Develop, administer, and continuously improve the call monitoring and quality assurance program.

•      Review recorded customer and client interactions to assess service quality, professionalism, accuracy, compliance, and adherence to company standards.

•      Develop, maintain, and periodically update quality scorecards, evaluation criteria, and testing methodologies for customer-facing teams.

•      Analyze customer experience trends, borrower feedback, complaint data, and quality review findings to identify opportunities for service improvements.

•      Develop recommendations that enhance customer satisfaction, first-call resolution, and overall service quality.

•      Monitor borrower complaints, escalation trends, and customer dissatisfaction indicators to identify root causes and recommend corrective actions.

•      Monitor customer interactions for compliance with CFPB servicing regulations, RESPA, FDCPA, FCRA, UDAAP, SCRA, and applicable client requirements.

•      Partner with Compliance to ensure quality reviews align with regulatory expectations and emerging risks.

•      Track remediation efforts and validate corrective actions to ensure deficiencies are effectively addressed.

•      Prepare and present quality assurance reports, trend analyses, risk assessments, and performance metrics to management and executive leadership.