Mortgage Servicing Quality Analyst | TULSA | ONSITE

Mortgage Servicing Quality AnalystSutherland Mortgage Services, Inc. is seeking an experienced and motivated individual to join our team as a Quality Assurance Analyst. This is an onsite role within our Tulsa, OK office. The candidate will possess exceptional management and mortgage servicing skills with excellent oral and written communication abilities. The QA Analyst is responsible for QA call listening and reporting for thirty-five mortgage servicing customer service representatives.Key Functional Priorities QA Call Listening and Reporting:Conduct Call Listening for every Cust Serv Rep Evaluating: Did the agent open the call promptly and provide the standard greeting?Did the agent acknowledge appropriately, match the customer's energy, tone, build rapport and display confidence when interacting with the customer?Did the agent adhere to the phone call handling etiquettes?Did the agent take ownership of the call and display willingness to assist the customer?Did the agent avoid interruption?Did the agent communicate effectively by speaking clearly?Did the agent maintain a fair rate of speech when speaking with the customer?Did the agent communicate effectively by constructing grammatically correct statements when speaking with the customer?Did the agent show empathy when appropriate?Did the agent display active listening skills when speaking with the customer?Create and Distribute Monthly Management QA Reporting, including but not limited to: Evaluates the customer experience for the service renderedAverage/Rank of the Quality scores evaluated by QA teamMeasures one call resolutions compared to total calls receivedCredits are awarded when a promise is kept as per the credits matrixOther metrics as directed by SMSI LeadershipQualificationsQualifications:At least 2 years in a Mortgage QA or Mortgage Servicing Team Management roleDemonstrated leadership skills; able to take the lead in making improvements and resolving issuesComfortable with holding a team to specific KPIs/metricsStrong verbal and written communication skills; able to communicate in a clear, constructive, and professional mannerAbility to be customer-oriented in managing communications and issuesAbility to efficiently manage time and keep track of multiple schedules, meetings, and initiativesAbility to be pro-active in developing trust and professional rapport with employees and team members; able to be a team-playerBA/BS degree, equivalent education and experience may be consideredSuperior mortgage servicing and loss mitigation customer service skillsExcellent organizational skills with attention to detailAble to multitask, problem solve proactively and think creativelyAbility to effectively communicate, work with, and build relationships with both internal and external customersAdditional InformationEEOC and Veteran Documentation During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status. At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.