Ocwen Financial Corporation - US jobs - QA Analyst Quality Assurance
QA Analyst Quality Assurance
4 Year
Salary not disclosed
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
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Posted:
4 Years ago
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Openings:
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Job Description
Job Description
POSITION SUMMARY:
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
POSITION SUMMARY:
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
- Preferred Six Sigma Certified
- Not Applicable
Job Particulars
Education
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
Who can apply
Experienced (4 Year)
Hiring Process
Face to Face Interview
Employment Type
Apprenticeship
Job Id
566264
Job Category
Diploma , Tech Support
State
Maharashtra
Country
India
About Company
Ocwen Financial Corporation - US
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