QA Analyst, Quality Assurance

NIR CO

JOB FUNCTIONS AND RESPONSIBILITIES:

Perform quality assurance reviews for Call Center Operations in Ocwen
Analyze findings from process reviews and develop reports to highlight trends/ opportunities for improvement
Make recommendations to help reduce process variation and eliminate errors
Track Business Unit responses for all findings identified from the process reviews
Work with Management and develop project plans to address opportunities identified through process reviews
Provide management with timely reports documenting observations from reviews
Ensure feedback provided to agents are clear and concise

QUALIFICATIONS:

Should be a graduate.
Voice experience is a must (At least 2 years of experience working with Voice processes)
Understanding of the Mortgage Industry, Loan Servicing, and Call Center Operations
Proficient in Excel
Exposure to 7 basic quality tools preferred
Ability to work on multiple projects and also periodically set and achieve stretch goals
Quick Learner, Analytical and High attention to detail
Work independently with minimum supervision
SHARE YOUR CV ON 76-17-77-03-85 hr

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