Supervisor, Quality Control- Call Monitoring

Newrez

Not specified (assumed to be hybrid or onsite based on industry norms).
6+ years mortgage servicing experience
Strong knowledge of gse guidelines
Proficient in microsoft excel and word
Newrez is seeking a Supervisor for their Quality Control team, responsible for managing call monitoring and ensuring high-quality interactions between customer-facing agents and homeowners. The ideal candidate should have extensive mortgage servicing experience, strong analytical skills, and a background in supervisory roles within a call center environment

Job Summary

  • The Supervisor leads the Quality Control team to ensure consistent, high-quality interactions between homeowners and customer-facing agents.
  • Responsibilities include managing staff performance, overseeing audit schedules, and creating remediation plans in partnership with business lines.
  • The company offers a comprehensive benefits package including medical insurance, 401(k) matching, and paid volunteer time off.

Matching Summary

Match Score: 85

Newrez is seeking a Supervisor for their Quality Control team, responsible for managing call monitoring and ensuring high-quality interactions between customer-facing agents and homeowners. The ideal candidate should have extensive mortgage servicing experience, strong analytical skills, and a background in supervisory roles within a call center environment.

Skills & Requirements

Must-have

  • 6+ years mortgage servicing experience
  • Strong knowledge of GSE guidelines
  • Proficient in Microsoft Excel and Word
  • Experience in Call Center audit processes
  • Ability to work overtime as needed

Nice-to-have

  • Prior supervisory experience preferred
  • Knowledge of ACES system
  • Self-motivated with minimal supervision
  • Strong analytical problem-solving skills
  • Excellent communication skills

Key Requirements

  • High School Diploma required; Bachelor's degree preferred
  • 6+ years of mortgage servicing experience
  • Prior supervisory experience preferred

Work Rights

Not specified

Tailored Resume

Cover Letter