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Job Details


Mortgage Quality & Training Specialist ( R-00050854 )

Banking, Mortgage, Investment

Mortgage Closer



Indianapolis, Indiana, United States


Job Description:

Leidos currently has an opening for a Quality and Training Specialist to work in our Indianapolis, Indiana contact center. The successful candidate must have experience in mortgage servicing and/or origination. This is an exciting opportunity to use your quality and training experience to support our team in exceeding performance standards and providing excellent customer service to our clients.

Primary Responsibilities:

- Conducts call monitors and audits

- Reviews and tracks individual and contact center performance

- Makes recommendations for improvements, which include additional training, Knowledge Base content, and process improvements

- Assists the trainer in identifying and developing training material resulting from quality data analysis

- Conducts training as needed

- Participates in calibration sessions

- Assists in completing new hire call certifications

- Maintains updated knowledge of FHA Mortgage Insurance products and policies

- Maintains updated knowledge of all call center Standard Operating Procedures (SOPs) and Quality Handbooks

Basic Qualifications:

- 3 years of mortgage origination and/or servicing experience with at least 2 years of college, or 5 years of mortgage origination and/or servicing experience with a High School diploma

- Two years of quality assurance or quality control experience in a contact center, the mortgage industry, or similar environment

- Must be able to obtain a Public Trust security clearance, which includes a credit check and background investigation

- Position requires a flexible work schedule

- Experience in conducting training, and/or performing quality audits

External Referral Bonus:Ineligible

Potential for Telework:No

Clearance Level Required:Public Trust


Scheduled Weekly Hours:40


Requisition Category:Professional

Job Family:Training

Pay Range: