Mortgage Servicing Quality Analyst | TULSA | ONSITE

Sutherland Mortgage Services, Inc. is seeking an experienced and motivated individual to join our team as a Quality Assurance Analyst.  This is an onsite role within our Tulsa, OK office. The candidate will possess exceptional management and mortgage servicing skills with excellent oral and written communication abilities. The QA Analyst is responsible for QA call listening and reporting for thirty-five mortgage servicing customer service representatives. KEY FUNCTIONAL PRIORITIES – QA Call Listening and ReportingConduct Call Listening for every Cust Serv Rep Evaluating:Did the agent open the call promptly and provide the standard greeting?Did the agent acknowledge appropriately, match the customer's energy, tone, build rapport and display confidence when interacting with the customer?Did the agent adhere to the phone call handling etiquettes?Did the agent take ownership of the call and display willingness to assist the customer?Did the agent avoid interruption?Did the agent communicate effectively by speaking clearly?Did the agent maintain a fair rate of speech when speaking with the customer?Did the agent communicate effectively by constructing grammatically correct statements when speaking with the customer?Did the agent show empathy when appropriate?Did the agent display active listening skills when speaking with the customer? Create and Distribute Monthly Management QA Reporting, including but not limited to:Evaluates the customer experience for the service renderedAverage/Rank of the Quality scores evaluated by QA teamMeasures one call resolutions compared to total calls receivedCredits are awarded when a promise is kept as per the credits matrixOther metrics as directed by SMSI Leadership