Quality & Speech Analyst- Call Miner

LE2203 NewRez LLC - Servicing - Houston, TX

Full-time - Entry Level

Onsite - Houston, TX

About the position

The Quality & Speech Analytics - Analyst at Shellpoint Mortgage Servicing is responsible for ensuring quality control and risk identification within the Compliance and Legal Services division. This role involves utilizing Call Miner for auditing processes, generating reports, and collaborating with various departments to enhance operational efficiency and compliance. The analyst will also facilitate communication between management and functional areas to ensure adherence to Call Miner directives.

Responsibilities

• Research and review accounts, items, or processes selected for audit.
• Act as a Quality Control liaison with functional areas.
• Use spreadsheets and databases to maintain detailed Call Miner categorical records.
• Assist with the generation of Call Miner reports.
• Build Call Miner workflow audits.
• Monitor and make recommendations for smoke detector reports.
• Facilitate conference calls with senior management and directors to ensure communication of Call Miner directives and process changes.
• Consult with business lines to validate Call Miner categories created are meeting department goals and needs.
• Oversee the completion of Call Miner auditing and ensure data is formatted for reporting.
• Assist with providing Call Miner data for companywide training on new change directives.
• Perform root cause analysis for any failing Call Miner categories.
• Act as a resource for auditors needing assistance with monthly audits.
• Assist with tracking, organization, and responses to Call Miner audits.
• Perform complex reviews of remediated processes to ensure functionality and compliance.
• Work with Analysts to enhance Call Miner and Tableau reporting.
• Perform additional projects and duties as assigned by management.

Requirements

• Bachelor's degree preferred.
• 2-4 years' experience in a relevant field.
• Detail-oriented with excellent organizational skills.
• Ability to handle multiple tasks effectively.
• Strong written and verbal communication skills.
• Self-motivated work style with a desire to exceed expectations.
• Average MS Excel skills required.
• Knowledge of Call Miner or other speech analytical software and Tableau is preferred.

Nice-to-haves

• Experience with compliance and legal services in mortgage servicing.
• Familiarity with project management methodologies.

Benefits

• 15 Paid Time Off (PTO) days and 18 after 1st anniversary
• 9 Paid Holidays
• Medical (including Health Savings Account & Flexible Savings Account)
• Dental, RX, Vision, Life, Disability Insurance
• 401(k) Plan with company match
• Employee Assistance Plan
• Performance-based Incentives
• Pet Insurance
• Advancement Opportunities
• 1 Volunteer Time Off (VTO) day
• Employee Matching Gifts Program
• Newrez Grants Program