Quality Control & Compliance Analyst

San Ignacio Branch

BASE SALARY + AMAZING COMMISSION PLAN Based off experience.

JOB DESCRIPTION:

Familiar with the loan servicing activities (Payment posting, Repossession, Bankruptcy files, Escrow Administration, Reviewing Tax and Insurance Documents).
Mortgage Customer Service experience.
Experience in home loan / lending and/or servicing compliance.
Data Analyst with strong analytical and reporting skills.
Excellent English and Spanish communication skills.
Strong attention to detail, accuracy, and problem-solving abilities.

Monitor and evaluate inbound and outbound customer interactions for quality, compliance, and customer experience standards.
Conduct quality reviews using established scorecards and customer service guidelines.
Identify performance trends, quality gaps, and coaching opportunities.
Provide objective and constructive feedback to associates and leadership team.
Participate in calibration sessions to ensure scoring consistency and quality alignment.
Analyze interactions related to payments, account security, servicing, and delinquency support.
Prepare quality reports and highlight opportunities for performance improvement.
Partner with Operations and Training teams to support coaching and development initiatives.
Identify root causes behind quality concerns and recommend corrective actions.
Meet and exceed established quality, productivity, and reporting expectations.