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Quality Sr Specialist I - Written Communication

Job Description

The Quality Monitoring Department is responsible for providing quality audits, reports and feedback to the Mortgage Banking line of business in an effort to drive change and impact open action plans.  In addition to Call Quality Monitoring, this department handles the review process of internal and external email communications through Outlook, KANA message communications, KANA editing, Equator monitoring, and mailed letters.  As a Written Correspondence Quality Specialist, your primary function will be to analyze various genres of written correspondence sent externally by Mortgage Banking employees in various functions with specific attention to trends and insights. 
Position Responsibilities
  • Strict adherence to multiple style guides while auditing messages against predefined checklists according to set compliance standards and customer experience expectations
  • Maintain a proactive mindset with the ability to provide superior, constructive ideas for improving internal controls
  • Display a proficiency in analyzing trends and providing insights to improve the Customer Experience and create awareness
  • Actively participate in employee listening sessions, team huddles, calibration sessions, brainstorming, etc.
  • Adhere to monthly productivity expectations while maintaining the highest degree of accuracy
  • Utilize several internal information systems and reports to verify accuracy of the information reviewed
  • Efficiently self-manage, set priorities and multitask in handling a multitude of projects

Experience in the Mortgage Banking Sales and/or Operations lines of business preferred

  • Thorough knowledge of mortgage loan products, compliance requirements and document experience
  • A background in quality or analytics is strongly recommended
  • Strong communication skills; both written and oral
    • Team player – ability to work with others, across business and/or functional lines
    • Exceptional collaboration skills
  • Experience with Business Writing / grammar standards and practices
  • Strong analytical and investigative skills
    • Understanding the business needs and processes
  • Superior time management skills, with the ability to multi-task effectively and produce high quality work with limited supervision
  • Excellent planning and organizational skills, focusing on attention to detail and timely results
    • The ability to work under changing deadlines and incorporate unplanned projects/requests
    • Outstanding ability to adapt to and support change
  • Proficiency in Microsoft Office (i.e. Word, Excel, PowerPoint, Outlook, SharePoint, etc.)
    • Knowledge of creating and maintaining documents and reports
    Req #: 160042274
    Location: Phoenix, AZ US
    Job Category: Operations
    Employment Type: Full Time
    Potential Referral Amount: 500 US Dollar (USD)

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