Department Quality Assurance Services Job posted on Sep 26 2025 Employment type Full Time Quality Assurance Services QA Rep Originations About Us Moder formerly known as Archwell Operations is a part of Archwell Holdings founded in 2017 We are a tech forward outsourcing company specializing in supporting the US Mortgage Insurance and Banking industries We specialize in end-to-end component-based outsourcing managing one-off projects to become an extension of the customer service or operations team Our team is built on industry expertise and provides the traction clients need to grow their company Equipped with diverse tools platforms solutions and services we strive to work towards our mission to positively impact the financial health of companies by powering in-house processes using top talent workflow best practices and progressive technology Link - https www gomoder com about-moder Job Overview 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 roleBasic Degree completion 15 years of education Valuable 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 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 qualificationsCandidate should be open to work in shifts Preferably U S EST business hours e g 8am-5pm etc Interpersonal relationship at work with peers Adhering to organization policies