Interfirst Call Center Quality Assurance Manager in Rosemont, Illinois
About Interfirst Mortgage Company
Interfirst Mortgage Company is a private equity-backed mortgage originator that is improving the wayconsumers obtain residential mortgages across the U.S., originating more than $35B of residentialmortgages. Our leadership team has more than 100 years of mortgage, sales/marketing, andconsumer-related experience, committed to delivering a best-in-class experience for every borrower.Charlotte and Chicago-area candidates have the option of working at one of our modern offices locatednear major transportation hubs, entertainment, and dining options and including the latest tech andamenities.
Our IMC team is growing! The Quality Assurance Manager reports to the CMO and helps elevateInterfirst's customer experience by maintaining and improving the standards of every Interfirstrepresentative. Your work ensures that our Interfirst loan team maintains professional, courteous, andfriendly interactions with customers while remaining compliant with the Consumer Financial ProtectionBureau regulations and other compliance-related criteria. You listen to sales calls while monitoring andscoring each call against a quality assurance checklist. You will identify overall compliance-related andsoft skill behavior trends and communicate them to management to address. You will manage anddevelop the Quality Assurance team, monitor daily workload, and collaborate with other departments.
How You?ll Make An Impact:
? Manage and develop the quality assurance team and recruit new analysts? Ensure that accurate product and sales information is provided to all internal and externalcustomers? Evaluate interactions with consumers ensuring quality customer service is delivered? Monitor & Evaluate customer interactions, including calls, emails and texts? Record and evaluate a quota of calls and emails per month? Ensure grading is calibrated with Quality Assurance standards/expectations? Ensure feedback is detailed enough to be used for performance improvement? Provide 1-on-1 coaching to phone and email agents around the quality process? Facilitate group coaching sessions and team meetings as needed? Identify actions and training that will address performance issues; coach to improve performancein these areas? Proactively communicate recognition in relation to the Quality process? Maintain a record of coaching interactions and feedback results to Sales Managers? Responsible for rolling out QA program updates and job aids
? Stay up to date with changes and updates to procedures and corporate policies as well as CFPBand other regulations? Perform other duties as assigned.
The Quality Assurance Manager has direct supervisory responsibilitiesand carries out the responsibilities in accordance with the company?s policies and applicable laws.Responsibilities include planning, assigning and directing employee?s work; evaluating performance;rewarding and disciplining employees; addressing complaints, performance coaching, and resolvingproblems; interviewing, hiring and training.
Minimum Required Education & Experience:
? Bachelor?s Degree and a minimum combination of six of more years of experience in two or moreof the following areas:? Quality assurance experience? Mortgage mortgage industry experience? Customer service or sales? Training or mentoring? Or equivalent combination of education and experienceKnowledge, Skills & Abilities:? Tech-savvy with experience utilizing call monitoring tools, CRM platform, Google suite, andremote tools like Slack and Zoom? Able to interpret often complicated or mortgage industry-specific information? Proactive, highly organized individual who pays deep attention to details and accuracy? A continuous, curious learner, willing to learn technical concepts to support customerconversations? Grit: driven, self-motivated, resourceful, ?can do? attitude, and accountable
Remote responsibilities available. Local candidates to the Rosemont, IL, or Charlotte, NC location will berequired to work a hybrid schedule of both onsite and remote work for better internal collaboration.Within a remote working environment it is expected that employees are readily accessible throughout thebusiness day, responding quickly to email, chat, phone, and other communications.
We offer a great compensation package and benefits package to support you inside and outside of workwhen joining our team. Some of these benefits include a paid vacation policy, 401K, BCBS Medical Plans,dental, vision, company paid Life/AD&D, short term disability, and long term disability, free coveredparking, casual dress policy and an onsite kitchen with free tea and coffee.Interfirst Mortgage Company is proud to be an Equal Opportunity Employer. You will be considered for this position based upon your experience and education, without regard to race, color, religion, sex, ethnicity, national origin, age,sexual orientation, ancestry, marital or parental status, disabled, military or veteran status, or any other basis or
reason prohibited by any applicable law. We are committed to creating and maintaining a workforce environment that's free from any form of discriminations or harassment.