Client Experience Quality Specialist

3 weeks ago


Pontiac, Michigan, United States United Wholesale Mortgage Full time

Job Description

At United Wholesale Mortgage, we're committed to making the dream of home ownership possible for more Americans. Our award-winning workplace is a hub of energy and excitement, where talented team members come together to achieve great things.

We're looking for a skilled Client Experience Quality Specialist to join our team. As a key member of our quality assurance team, you'll play a critical role in ensuring that our clients receive the highest level of service.

Your responsibilities will include listening to calls, auditing and evaluating call quality, communicating strengths and opportunities to coaches and leadership, and completing additional administrative duties.

To succeed in this role, you'll need to be self-motivated with a strong work ethic, comfortable in a fast-moving environment, and able to multitask and adapt. You'll also need to have strong communication skills, attention to detail, and a positive attitude.

We offer a range of benefits, including paid time off, additional parental and maternity leave benefits, adoption reimbursement program, paid volunteer hours, paid training and career development, medical, dental, vision and life insurance, 401k with employer match, mortgage discount and area business discounts, free membership to our fitness center, wellness area, gourmet cafeteria, convenience store, in-house Starbucks and Dunkin, and indoor/outdoor café with Wi-Fi.

Responsibilities

  • Listen to 45+ calls per day
  • Audit and evaluate call quality using a detailed score card
  • Communicate strengths and opportunities to coaches and leadership
  • Audit calls in our speech analytics platform
  • Basic reporting
  • Complete additional administrative duties

Qualifications

  • High School Diploma or equivalent
  • 1+ years' QC experience or call scoring experience
  • Self-motivated with a strong work ethic
  • Comfortable in a fast-moving environment
  • Ability to multitask and adapt
  • Keen organization
  • Strong communication skills
  • Strong attention to detail
  • Positive attitude and willingness to learn


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