The primary task of the quality analyst is call monitoring and providing actionable insight. Through call monitoring, a QA analyst will gather information to help improve agent performance in the call center. As he or she monitors the call, they have an evaluation form that will be used to capture the information. Calibration sessions are required to ensure that all key departments are calibrated on what constitutes a quality call. These sessions are an opportunity to discuss issues and trends as well as cover any new material .
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
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
TRAINING / LICENSING REQUIREMENTS (only Add If Needed)
Preferred Six Sigma Certified
WORK SCHEDULE OR TRAVEL REQUIREMENTS (Only Add If Needed)
Be a better candidate than others by watching these Job-related videos.
Ocwen Financial Corporation - US recruiting QA Analyst Quality Assurance Experienced(4 Years) candidates candidates nearby Mumbai,.Ocwen Financial Corporation - US vacancies for QA Analyst Quality Assurance is recruited through Written-test, Face to Face Interview etc. Ocwen Financial Corporation - US Company recruits a lot of Experienced(4 Years) candidates candidates every year based on the skills . The candidates with Certificate Course (ITI), Diploma, M Phil / Phd, B.Com, M.Com, MA, BBA/BBM, BCA, BEd, BSc, MCA, MEd, MSc, PG Diploma, 12th Pass (HSE), Vocational Training, BFA, BSW are selected to full fill the vacancies in BPO / Customer care job field. The candidates nearby Mumbai, can apply for QA Analyst Quality Assurance position in Ocwen Financial Corporation - US. All candidates should have a degree or post-graduation in the required field based on the requirement mentioned. The jobs are available in Full Time basis. When it comes to the Ocwen Financial Corporation - US recruitment, candidates are mostly chosen for the department of BPO / Customer care . To learn more about the current jobs and other details, it is better to go through official site of Ocwen Financial Corporation - US and Teamlease.com. Find the latest jobs near you and near your home. So, that you don’t need to relocate. The Teamlease.com is a leading employment portal that researches the official site of Ocwen Financial Corporation - US and provides all the details about the current vacancies, the application process, selection process, interview test details, important dates and other information. Search and apply for the top job positions in Ocwen Financial Corporation - US and near your city and get a secured career.