Quality & Speech Analyst- Call Miner

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.

POSITION SUMMARY

The Quality & Speech Analytics - Analyst is responsible for providing quality control, project development and risk identification for the functions performed using Call Miner within the Compliance and Legal Services division of Shellpoint. The Quality & Speech Analytics - Analyst will work closely with the functional area managers and Analytics department.

DESCRIPTION

Duties and Responsibilities

• Research and review accounts, items, or processes selected for audit.      
• Quality Control liaison with functional areas.       
• Use spreadsheets and databases to maintain detailed Call Miner categorical records.        
• Assist with generation of Call Miner reports.        
• Build Call Miner workflow audits.             
• Monitor and make recommendations for smoke detector reports.             
• Facilitate conference calls with senior management and directors to ensure that Call Miner directives and process changes are communicated.       
• Consult with business lines to validate Call Miner categories created are meeting department goals and needs.               
• Oversee the completion of Call Miner auditing and ensure data is formatted for reporting.             
• Assist with providing Call Miner data to be used for creating and conducting companywide training for new change directives.           
• Perform root cause analysis for any failing Call Miner categories.
• Act as resource for auditors for any assistance needed with completing monthly audits.   
• Assist with the tracking, organization, and responses to Call Miner audits.
• Perform complex reviews of remediated processes to ensure functionality and compliance.           
• Work with Analysts to assist with the enhancement of Call Miner and Tableau reporting.
• Performs additional projects and duties as assigned by management.

Qualifications and Education Requirements

• Bachelor's degree preferred.
• 2-4 years’ experience.
• Combination of some college and relevant experience may be considered.

Skills, Abilities, and Knowledge

• Must pass the Aptitude Test.      
• Detail oriented, excellent organizational skills and ability to handle multiple tasks.              
• Able to effectively interact with managers and members of the functional areas. 
• A self-motivated work style and a strong desire to exceed expectations.  
• Excellent written and verbal communication skills. ��          
• Able to work with minimal supervision. 
• Ability to meet timelines.             
• Average MS Excel skills are required.       
• Knowledge of Call Miner (or other speech analytical software) and Tableau - if possible.

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Additional Information

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.

REVISION HISTORY

Last Updated: 10/24/2024

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Company Benefits:

Newrez is a great place to work but we are