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Quality Assurance Analyst

Company: Leidos
Location: Indianapolis
Posted on: August 7, 2022

Job Description:

DescriptionJob 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 auditsReviews and tracks individual and contact center performanceMakes recommendations for improvements, which include additional training, Knowledge Base content, and process improvementsParticipates in calibration sessionsAssists in completing new hire call certificationsMaintains updated knowledge of FHA Mortgage Insurance policies and proceduresMaintains updated knowledge of all contact center standard operating procedures (SOPs) and Quality HandbooksAssists the trainer in identifying and developing training material resulting from quality data analysisConducts training as neededBasic Qualifications:2 years of mortgage origination and/or servicing experiencePosition requires a flexible work scheduleExperience in performing quality audits and/or conducting trainingPreferred Qualifications:Two years of quality assurance or quality control experience in a contact center, the mortgage industry, or similar environmentPrior FHA Resource Center contact center experienceMust be able to obtain a Public Trust security clearance, which includes a credit check and background investigationPay Range:Pay Range $38,350.00 - $59,000.00 - $79,650.00The 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.

Keywords: Leidos, Indianapolis , Quality Assurance Analyst, Professions , Indianapolis, Indiana

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