Supervisor - CQM_CQM

About Us

Moder formerly known as Archwell Operations is a part of Archwell Holdings founded in 2017. We are a tech forward outsourcing company specialising in supporting the US Mortgage, Insurance, and Banking industries. We specialize in end-to-end component based outsourcing, managing one-off projects to becoming an extension of the customer service or operations team. Our team is built on industry expertise and provides the traction clients need to grow their company.

Equipped with diverse tools, platforms, solutions, and services we strive to work towards our mission to positively impact the financial health of companies by powering in-house processes using top talent, workflow best practices, and progressive technology.

Link - https://www.gomoder.com/about-moder

Job Overview:

The Quality Assurance Supervisor is responsible for monitoring a group of QA’s who will be monitoring phone calls for various departments to ensure compliance with federal laws, company/departmental procedures, as well as ensuring employees are providing outstanding customer service.

Roles & Responsibilities

Responsible for completing all assigned call monitors during each week of monitoring, meeting all assigned productivity, quality, SLA, and TAT requirements.

• Ability to review and monitor calls of multiple departments for procedure, customer service, Loss Mitigation (if applicable), telephone etiquette, and compliance with any applicable federal laws.

• Use established criteria and procedures to locate, listen to, score, and publish call monitoring result

Quality Assurance TL may be called upon to:

• Participates in the design of call monitoring forms and quality standards.

• Provide trend data to management.

• Use call monitoring data to compile and track the performance of agents.

• Coordinate & facilitate call calibration sessions for call center staff.

• Prepare and analyze internal and external quality reports for management.

• Train new QA Reps in various procedures or systems used by the QA Team.

• Perform other duties as assigned.

Qualification & Experience

Educational qualification and years of experience required in any specific domain/skill for the role

• Basic Degree completion (15 years of education)

• Good written and oral communications skills in English. Ability to read, and interpret documents such as policy and procedure manuals, safety rules, operating and maintenance instructions. Ability to write routine reports and correspondence. Ability to speak effectively before individuals or groups or employees.

• US Mortgage Experience in Call Monitoring or Loss Mitigation is preferred (Minimum 24 Months)

• Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, proportions, and percentages.

Other qualifications

• Candidate should be open to work in shifts. Preferably U.S. EST business hours (e.g. 8am-5pm, etc.)

Interpersonal relationships at work with peers

• Adhering to organization policies