Job Details
Leidos
Mortgage Quality & Training Specialist
Description
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