Opening _CQM & Quality Testing Bangalore/Chennai

1-Call Quality Monitoring

Mode-Work From Office

Shift-Night Shifts

Location-Bangalore/Chennai

The Quality Assurance Representative is responsible for the monitoring of phone calls for various departments to ensure compliance with federal laws, company/departmental procedures, as well as ensuring employees are providing outstanding customer service.
Essential Job Functions, roles, and responsibilities:
• Responsible for completing all assigned call monitors during each week of monitoring, meeting all assigned productivity, quality, SLA, and TAT requirements.
• Ability to monitor at least three departments for procedure, customer service, sales skills (if applicable), telephone etiquette, and compliance with any applicable federal laws.
• Use established criteria and procedures to locate, listen to, score, and publish call monitoring result
Quality Assurance Rep may be called upon to:
• Participates in design of call monitoring forms and quality standards.
• Provide trend data to management.
• Use call monitoring data to compile and track performance of agents.
• Coordinate & facilitate call calibration sessions for call centre staff.
• Prepare and Analyse internal and external quality reports for management.
• Train new QA Reps in various procedures or systems used by the QA Team.
• Perform other duties as assigned.

Qualification & Experience
Educational qualification and years of experience required in any specific domain/skill for the role
• Basic Degree completion (15 years of education)
• Good written and oral communications skills in English. Ability to read, and interpret documents such as policy and procedure manuals, safety rules, operating and maintenance instructions. Ability to write routine reports and correspondence. Ability to speak effectively before individuals or groups or employees.
• US Mortgage Experience in Call Monitoring or mortgage originations/servicing experience preferred (Minimum 24 Months)
• Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, proportions, and percentages.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Other qualifications
• Candidate should be open to work in nigh shifts and Work from Office
• Interpersonal relationship at work with peers
• Adhering to organization policies

Qualification & Experience
Educational qualification and years of experience required in any specific domain/skill for the role
• Basic Degree completion (15 years of education)
• Good written and oral communications skills in English. Ability to read, and interpret documents such as policy and procedure manuals, safety rules, operating and maintenance instructions. Ability to write routine reports and correspondence. Ability to speak effectively before individuals or groups or employees.
• US Mortgage Experience in Call Monitoring or mortgage originations/servicing experience preferred (Minimum 24 Months)
• Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, proportions, and percentages.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Other qualifications
• Candidate should be open to work in nigh shifts and Work from Office
• Interpersonal relationship at work with peers
• Adhering to organization policies
The candidate should be comfortable to work from office and Night Shifts

2-Quality Testing/Loan Level Testing

Mode-Work From Office

Shift-Night Shifts

Location-Bangalore/Chennai

Quality Testing Oversight
•Test Plan Development & Maintenance (design, updates, and alignment with FHA, FNMA, FHLMC, VA, USDA requirements)
• Loan-Level Testing (Loss Mitigation, Foreclosure, Bankruptcy, Claims, Escrow, Mortgage Insurance, Call Quality Monitoring, Assumptions, Property Preservation etc.)
• Regulatory/Investor/OCC Consent Order Testing
• Monthly Reporting (initial findings, end-of-month roll-up, executive dashboards)
• Vendor Oversight (SourcePoint, Accenture; review accuracy, SLA adherence, calibration)
•Sampling Design & Methodology

Additional Skill

Provide independent second-line oversight of first-line servicing activities for compliance with federal/state law, investor/insurer requirements, and OCC consent order deliverables.
• Perform loan-level testing across default and non-default functions to evaluate conformance and detect deficiencies.
• Oversee vendor execution to ensure accuracy, quality, and adherence to procedures.
• Maintain standardized methodology for sampling, exception vetting, calibration, and escalation of systemic risks.
• Produce formalized reporting for senior leadership, executive committees, board committees, and regulators.
• Partner with Compliance, Legal, and Internal Audit to align coverage, support remediation, and drive process improvement.

This role candidates to work from office and Night Shift

Interested candidate with relevant experience can send their Cv at [email removed]

Regards,

Smita Dutta

TA-Moder

[phone removed]