WE ARE HIRING | CALL QUALITY ANALYST

Location:
Bangalore Work Mode: Work From Office – Only

Key Responsibilities
• Review and evaluate recorded customer calls using quality scorecards and monitoring standards.
• Ensure adherence to mortgage servicing regulations, investor requirements, company policies, and operational procedures.
• Evaluate customer verification, communication, empathy, accuracy, compliance, and issue resolution.
• Conduct quality reviews across Customer Service, Collections, Escrow, Loss Mitigation, and Default Servicing.
• Identify compliance, operational, and customer experience risks, and escalate significant findings.
• Analyze quality results to identify recurring issues, performance gaps, and root causes.
• Prepare reports, dashboards, and summaries with actionable insights for management.
• Provide constructive feedback and collaborate with Operations and Training teams to 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, problem-solving, communication, and listening skills.
• Ability to identify trends,



root causes, and provide meaningful feedback.
• 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 ability to manage multiple priorities. Qualifications & Experience
• Bachelor’s degree in Business, Finance, Banking, Risk Management, or a related field.
• 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 environment.
• Professional certifications in Quality Assurance, Compliance, Audit, or Mortgage Servicing will be an advantage. Key Requirements
- Work From Office – Bangalore Only Minimum 3 years of Mortgage Servicing Operations experience. Minimum 2 years of relevant Quality / Compliance / Audit / Risk & Control experience. Interested candidates can share their updated resumes or reach out to me directly via LinkedIn. If you know someone who could be a good fit, please feel free to share this opportunity. #Hiring #CallQualityAnalyst #MortgageServicing #QualityAssurance #Compliance #BangaloreJobs #WorkFromOffice

📌 Call Quality Analyst (Bengaluru)
🏢 Moder
📍 Bengaluru