Quality & Speech Analyst- Call Miner

Who we are

Shellpoint Mortgage Servicing (SMS) is one of America’s top-five non-bank mortgage-servicing companies. What is mortgage servicing? Our clients are businesses that own mortgage loans (such as banks and real estate investment firms). On their behalf, we manage (or “service”) their loan portfolios, which means that we collect homeowners’ mortgage payments, pay their tax and insurance bills, and help homeowners in default to get current.
 

The Quality & Speech Analytics - Analyst is responsible for providing quality control, project development and risk identification for the functions performed using Call Miner within the Compliance and Legal Services division of Shellpoint. The Quality & Speech Analytics - Analyst will work closely with the functional area managers and Analytics department.

Duties and Responsibilities

• Research and review accounts, items, or processes selected for audit.      
• Quality Control liaison with functional areas.       
• Use spreadsheets and databases to maintain detailed Call Miner categorical records.        
• Assist with 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 that Call Miner directives and process changes are communicated.       
• 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 to be used for creating and conducting companywide training for new change directives.           
• Perform root cause analysis for any failing Call Miner categories.
• Act as resource for auditors for any assistance needed with completing monthly audits.   
• Assist with the tracking, organization, and responses to Call Miner audits.
• Perform complex reviews of remediated processes to ensure functionality and compliance.           
• Work with Analysts to assist with the enhancement of Call Miner and Tableau reporting.
• Performs additional projects and duties as assigned by management.

Qualifications and Education Requirements

• Bachelor's degree preferred.
• 2-4 years’ experience.
• Combination of some college and relevant experience may be considered.

Skills, Abilities, and Knowledge

• Must pass the Aptitude Test.      
• Detail oriented, excellent organizational skills and ability to handle multiple tasks.              
• Able to effectively interact with managers and members of the functional areas. 
• A self-motivated work style and a strong desire to exceed expectations.  
• Excellent written and verbal communication skills.            
• Able to work with minimal supervision. 
• Ability to meet timelines.             
• Average MS Excel skills are required.       
• Knowledge of Call Miner (or other speech analytical software) and Tableau - if possible.

#LI-NT1

Additional Information

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.

Last Updated: 10/24/2024

Company Perks:
•    15 Paid Time Off (PTO) days and 18 after 1st anniversary!
•    9 Paid Holidays
•    Employee Engagement Activities

 Company Benefits:
•    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

Newrez NOW:

•    Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more
•    1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice
•    Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee

•    Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions

Equal Employment Opportunity 
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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