Call Quality Analyst

Role Overview

The Call Quality Analyst helps ensure every customer interaction meets the highest standards of quality, compliance, and customer service. By reviewing and assessing calls handled by internal teams and third-party vendors, this role identifies risks, coaching opportunities, and process improvements that enhance the customer experience and support regulatory compliance across mortgage servicing operations.

Key Responsibilities

Quality Monitoring & Compliance

- Review and evaluate recorded customer calls using established quality scorecards and monitoring standards.
- Assess adherence to mortgage servicing regulations, investor requirements, company policies, and operational procedures.
- Evaluate key call-handling behaviors such as customer verification, communication skills, empathy, accuracy, compliance, and issue resolution.
- Perform reviews across servicing functions including Customer Service, Collections, Escrow, Loss Mitigation, and Default Servicing.

Risk Identification & Reporting

- Identify compliance, operational, and customer experience risks through call reviews.
- Document findings accurately and escalate significant issues, trends, or emerging risks.
- Analyze quality results to identify recurring issues, performance gaps, and improvement opportunities.
- Prepare reports, dashboards, and summaries that provide actionable insights to management.

- Provide clear, objective, and constructive feedback to operations leaders and frontline teams.




- Partner with Operations and Training teams to address performance gaps and improve service quality.
- Support initiatives that enhance customer experience, strengthen controls, and improve operational effectiveness.

Skills & Competencies

- Strong understanding of mortgage servicing operations, customer service standards, and regulatory requirements.
- Knowledge of quality assurance methodologies, call monitoring, and compliance reviews.
- Strong analytical and problem-solving skills with the ability to identify trends and root causes.
- Excellent communication and listening skills, with the ability to provide meaningful feedback and recommendations.
- Proficiency in Microsoft Excel, Word, PowerPoint, SharePoint, and call monitoring platforms such as Verint, Avaya, or similar tools.
- Strong attention to detail, sound judgment, and the ability to manage multiple priorities in a fast-paced workplace.

Qualifications & Experience

- Bachelor’s degree in Business, Finance, Banking, Risk Management, or a related field.
- Professional certifications in Quality Assurance, Compliance, Audit, or Mortgage Servicing are an advantage.
- Minimum 3 years of experience in Mortgage Servicing Operations.
- At least 2 years of experience in Call Quality, Quality Assurance, Compliance Testing, Audit, Risk & Control, or Operational Quality reviews.
- Experience evaluating customer interactions within a regulated financial services workplace.

📌 Associate (Bengaluru)
🏢 Moder
📍 Bengaluru