Supervisor, Quality Control- Call Monitoring

About the role

At Newrez, we bring big thinkers and caring doers together to make home happen. 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. Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance. Primary Function 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. Direct Reports Call Quality Control Analyst I Call Quality Control Analyst II Call Quality Control Analyst III Principal Duties 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 approval of all employee time records. Maintain training and support materials. Maintain process and procedure documentation and create process and procedure 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 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 all other required QC audits. Perform other duties as assigned by management. Education and Experience Requirements 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. Knowledge, Skill, and Ability Requirements 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 are required. Strong skill set for organization 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 department. While this description is intended to be an accurate reflection of the position's requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary. Additional Information: While this description is intended to be an accurate reflection of the position's requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary. All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement. Why Newrez We're a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self. Company Benefits : We offer benefits, programs, and perks that support you in every aspect of your life. Medical, dental, and vision insurance Health Savings Accoun