Supervisor, Quality Control- Call Monitoring

We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive and that’s why we invest in your growth, wellbeing, and ability to make an impact.

Support the organization’s ongoing commitment to high‑quality, consistent interactions between homeowners and customer‑facing agents by leading the Quality Control (QC) team. The Supervisor is responsible for managing the Quality Control staff, ensuring consistent application of company standards across audits, assisting with audit research, compliance monitoring, and compliance testing.

• Supervise and provide guidance to Quality Control Analysts by answering questions and clarifying monitoring and testing requirements.
• Track, monitor, and measure employee performance according to department standards; provide feedback monthly.
• Oversee and facilitate the training of new employees.
• Review and approve all employee time records.
• Maintain training and support materials.
• Maintain process and procedure documentation and create documentation where it does not currently exist.
• Prepare and submit departmental metrics and QC audit results on a timely basis.
• Proactively oversee QC audit schedule and ensure all audit responses are complete, accurate, and provided timely.
• Escalate issues to the manager as identified via quality control and dispute reviews.
• Create employee Improvement Action Plan for Quality Control Analyst’s success.
• Manage the Call Monitoring Inbox timely and accurately.
• Address call audit disputes timely and accurately.
• Maintain detailed audit records using spreadsheets and databases and deliver monthly reporting to senior management on QC operations.
• Conduct audits to assist in identifying operational risks and escalating issues to Compliance management.
• Research and review accounts, items, or processes selected for audit as necessary.
• Perform secondary QC reviews of Call Quality Control Analysts to ensure adherence to standards and consistency in outcomes.
• Partner with leadership as a Quality Control liaison to functional business areas.
• Partner with business lines to create and validate remediation plans.
• Assist in QC completion of all internal, vendor, investor, and other required QC audits.
• Perform other duties as assigned by management.

• High School Diploma or equivalent required.
• Bachelor’s degree preferred.
• 6+ years mortgage servicing experience.
• Prior supervisory experience preferred.
• Experience in Call Center or Call Audit processes.
• Experience analyzing basic processes and data for all supported business units.

• Proficient in Microsoft Word and Excel.
• Knowledge of ACES (a plus, not a requirement).
• Excellent communication skills.
• Strong knowledge and understanding of mortgage industry, servicing regulations, and GSE guidelines.
• Strong organizational skills and attention to detail.
• Strong research and follow‑up skills.
• Ability to meet strict deadlines.
• Self‑Motivated.
• Ability to work independently with minimal supervision.
• Strong analytical, problem‑solving and mathematical skills.
• Ability to work overtime as needed.
• Ability to work well with others across departments.

All employees are required to have smartphones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) retirement plan with employer match
• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
• Adoption Assistance
• Tuition & certification reimbursement
• Employee Mortgage Loan Program
• Newrez Employee Emergency and Disaster Fund

• 1 company‑paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)
• Matching Gifts Program – dollar‑for‑dollar up to $1,000
• Access to grants, nonprofit resources, and volunteer opportunities
• More than $6,000,000 donated since 2020

We’re proud to be an equal‑opportunity employer and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.