Call Quality Analyst

Job Title:- CQM (Call Quality Monitoring) |

Process:- US Mortgage Process

Shift: Night Shift

Work Mode: Work From Office

Job Overview

We are seeking experienced and detail-oriented Call Quality Monitoring (CQM) Professionals to join our growing US Mortgage operations team. The ideal candidate will be responsible for monitoring and evaluating customer interactions, ensuring compliance with regulatory and organizational standards, and driving continuous process improvement through quality analysis and coaching.

The role requires strong expertise in US Mortgage Servicing, Mortgage Originations, Quality Assurance, Call Monitoring, and Compliance Evaluation. Candidates should possess excellent analytical skills and the ability to provide constructive feedback to improve overall customer experience and operational efficiency.

Key Responsibilities

• Monitor and evaluate customer service calls within the US Mortgage process.
• Conduct call audits to assess compliance adherence, process accuracy, and service quality.
• Review interactions against established quality scorecards and performance benchmarks.
• Ensure compliance with client, regulatory, and internal quality standards.
• Identify quality gaps, process deviations, and improvement opportunities.
• Perform call calibration sessions with operations and quality teams to maintain scoring consistency.
• Analyze quality trends and prepare detailed reports and dashboards.
• Provide coaching and actionable feedback to agents and team leaders.
• Partner with operations teams to improve customer experience and process effectiveness.
• Track key quality metrics and recommend corrective and preventive actions.
• Ensure adherence to mortgage servicing and mortgage origination processes.
• Support quality improvement projects and continuous process enhancement initiatives.

Required Skills & Qualifications

• 2-10 years of experience in Call Quality Monitoring, Quality Assurance, or Call Auditing.

• Experience in US Mortgage Servicing and/or Mortgage Originations is mandatory/preferred.

• Hands-on experience in:

• Call Monitoring

• Call Audits

• Quality Assurance

• Compliance Evaluation

• Customer Service Quality Reviews

• Strong understanding of compliance adherence and process quality standards.

• Experience with quality scorecards, calibration sessions, reporting, and trend analysis.

• Excellent verbal and written communication skills.

• Strong analytical, reporting, and stakeholder management abilities.

• Proficiency in preparing quality reports and presenting insights.

• Ability to work independently in a fast-paced environment.

Preferred Candidate Profile

• Prior exposure to US Mortgage operations.
• Strong attention to detail and quality-focused mindset.
• Ability to identify recurring performance gaps and recommend improvements.
• Comfortable working with quality metrics, audits, and performance reporting.
• Willingness to work in Night Shifts and Work From Office environment.
• Excellent coaching and feedback delivery skills.