Quality Assurance Sr Associate (2246) in Chandler, AZ at Mr. Cooper

Date Posted: 2/13/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Chandler, AZ
  • Job Type:
    Other
  • Experience:
    Not Specified
  • Date Posted:
    2/13/2018

Job Description



Ready to be a Cooper too? This might just be right up your alley!



The Quality Assurance Analyst is a part of the First Line of Defense. The primary responsibility the Quality Assurance Analyst within the Customer Relations Department is to improve on the quality of outgoing correspondence, promote best practices and make sure responses are consistent to regulators, attorneys and customers.  They will be vital to the implementation of new department policies and procedures with respect to how issues are researched, documented in i-Sight and responded to.  They will also assist in root cause analysis when new items of concern or defects are identified.   Other responsibilities are to provide feedback in a timely fashion and promote an environment where everyone can learn and improve.


ESSENTIAL JOB FUNCTIONS


Edit, review, and score all Customer Relations Cases Review all templates created for department use Responsible for final review of all highly escalated cases before being sent to customer Evaluate every Customer Relations Specialist on a monthly basis to aid in determining monetary incentives Report audit findings to managers and work to determine steps needed to improve any negative findings. Other duties as assigned.


FUNCTIONAL JOB COMPETENCIES

  • Good written, verbal, interpersonal, presentation skills.
  • A customer driven approach with excellent communication skills, peer to peer and across functional areas
  • Ability to work autonomously and under pressure
  • Ability to multi-task, be highly organized, and work independently

REQUIRED EDUCATION/EXPERIENCE

  • Degree from a 4 year college or equivalent business experience required
  • English Literature/Communications degree a plus
  • Proficient in Microsoft Office
  • Experience in editing business letters, emails and any other type of written correspondence.



Job Requisition ID:

2246

Job Category:

Customer Relations

Primary Location City:

Chandler

Primary Location Region:

Arizona

Primary Location Postal Code:

85286

Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:

Corporate

Additional Posting Location(s):


Alternate Requisition:

No

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