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Job Details

Quality Assurance Analyst


Quality Assurance



Indianapolis, Indiana, United States


Job Description:

Leidos currently has an opening for a Quality 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/or 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
  • Participates in calibration sessions
  • Assists in completing new hire call certifications
  • Maintains updated knowledge of FHA Mortgage Insurance policies and procedures
  • Maintains updated knowledge of all contact center standard operating procedures (SOPs) and Quality Handbooks
  • Assists the trainer in identifying and developing training material resulting from quality data analysis
  • Conducts training as needed

Basic Qualifications:

  • 2 years of Mortgage Origination and/or Servicing experience
  • Position requires a flexible work schedule
  • Experience in performing quality audits and/or conducting training

Preferred Qualifications:

  • Two years of quality assurance or quality control experience in a contact center, the mortgage industry, or similar environment
  • Prior FHA Resource Center contact center experience

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

Pay Range:Pay Range $38,350.00 - $59,000.00 - $79,650.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.