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    Analyst- US Residential Mortgage underwriting - Bengaluru, India - Firstsource

    Firstsource
    Firstsource Bengaluru, India

    1 week ago

    Default job background
    Description

    A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

    To know more about Firstsource please visit our website

    Job location :Bangalore

    Position : Sr.Quality Analyst- US Residential Mortgage Underwriting

    Division : BPO

    Experience : 2-4 years of experience in relevant role

    Key Skills :

    • Monitor agents to identify errors, deviations & initiate corrective measures.
    • Provide actionable data to various internal support groups as needed.
    • Generate account specific QA reports based upon predefined contractual criteria and provide inputs to
    • Create & maintain timely & accurate QA database.
    • Conduct feedback sessions with Agents.
    • Participate in design of call monitoring formats and quality standards.
    • Compile and track performance at team and individual level.
    • Participate in customer and client listening programs to identify customer needs and expectations.
    • Coordinate and facilitate call calibration sessions for call center staff.
    • Provide feedback to call center team leaders and managers.
    • Prepare and analyze internal and external quality reports for management staff review

    Know-How

    Critical:

    *Good written and verbal communication skills & team management skills.

    *Familiarity with the DMAIC Approach

    *Overview of Internal Audit procedure

    *Familiarity with COPC compliance requirements

    *Good knowledge of spreadsheets and graphs, ability to create and present Power Point presentations.

    *Follow and ensure compliance to the Information Security Policy Statement, the Acceptable Use Policy and the Information Classification Policy

    *Abide and check conformance by team members to the Do's and Don'ts explained during the security briefings / announcements.

    Eligibility:

    Any Graduate

    Contact details

    Neelam Sharma

    Email-

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