Call Center Oversight Analyst (CCOA)

Job DescriptionDay-to-Day:

Perform daily QA call monitoring of Sub-Servicers to ensure compliance with all regulatory and investor requirements

Monitor recorded calls for consistency in adherence to department guidelines, policies, and procedures

Create and provide feedback, identify trends, and pinpoint performance improvement opportunities and training needs through data analytics and call observations

Provide timely feedback on Sub-Servicer performance to Lakeview management

Identify and report cases needing escalation to Sub-Servicers and Lakeview management

Assist in the development and revision of QA evaluation forms, guidelines, and reports as needed

Conduct performance monitoring and Quality Assurance testing of Sub-Servicers as required

$18-22 payWe are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .   To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .Skills and RequirementsMust-Haves: 1+ years of mortgage servicing experience (call center preferred) Knowledge and background in the mortgage servicing industry Proficiency in Microsoft Office and understanding of mortgage servicing systems and network systems Plusses: Experience with and understanding of agency guidelines as they pertain to Loss Mitigation nullWe are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.