Quality Assurance Analyst III - Remote

We are seeking to fill the role of Quality Assurance Analyst III. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners.

• Track, resolve, and ensure appropriate actions are taken to log findings in the appropriate system of record, notating a detailed explanation of the issue and resolution, correctly route results for reporting purposes.
• Research issues and questions leveraging all tools available, including reaching out to law firms, county offices, and vendors to obtain necessary information for resolution.

• Act as a point of contact for external resources.
• Intake and update internal tracking systems.
• Conduct routine monitoring of operational business lines that focuses on exceeding client and customer satisfaction.
• Escalate critical issues to leadership and follow through to resolution.
• Daily communication with lines of business to coordinate efforts and identify areas of opportunity.
• Serve as designated point of contact to provide peers/coworkers with research information as needed.
• Establish on-going, productive relationships within the department and across other business lines.
• Meet individual and departmental productivity and quality goals/metrics.
• Provide insight to Quality Assurance leadership that identifies root cause issues while performing root cause analysis through daily tasks.
• Under the oversight of Quality Assurance leadership, act as lead for assigned projects as needed.
• Attend department meetings and project plan sessions.
• Act as direct backup to the others in the department, as needed.
• Handle issues and escalations as needed.
• All other duties as assigned.

• High School Diploma or equivalent required
• 4-7 years of experience in quality assurance, specifically within mortgage servicing
• Experience in root cause analytics
• Familiarity with state/federal laws and regulations applicable to the servicing of mortgage loans
• Responsive and open to changes in processes and the ability to receive and provide clear direction.
• Ability to adapt to frequently changing processes and procedures.
• Analytical and mathematical ability sufficient to identify potential issues.
• Ability to manage time and priorities wisely.
• Ability to grasp concepts quickly, make sound decisions, and resolve issues.
• Ability to work in a high-volume and time-sensitive environment.
• Ability to multitask, prioritize work assignments, work independently with minimal direction, and effectively meet deadlines.
• Ability to work collaboratively with peers in a team environment to attain common goals.
• Ability to communicate effectively in writing, in person, and by telephone with all levels of the organization.
• Ability to use Microsoft Office applications.
• Ability to maintain strict confidentiality.

Desired Skills and Qualifications
• Knowledge of Black Knight products, including but not limited to MSP and LoanSphere preferred.

About Remote Employment 

We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS.   

Essential Functions

Basic job duties an employee must be able to perform with, or without, reasonable accommodation.

• Critical Thinking - Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Reading Comprehension – Understand written sentences and paragraphs in work related documents
• English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Speaking – Communicate verbally with others to convey information effectively.
• Active Learning – Understand the implications of new information for both current and future problem-solving and decision-making.
• Active Listening – Give full attention to what other people are saying, take time to understand the points being made, ask questions for clarity, and don’t interrupt at inappropriate times.
• Instructing – Teach others how to do something.
• Judgment and Decision Making – Consider the relative costs and benefits of potential actions to choose the most appropriate one.
• Time Management – Manage one's own time and the time of others.
• Writing – Communicate effectively in writing as appropriate for the needs of the audience.
• Complex Problem Solving – Identify complex problems and review related information to develop and evaluate options and implement solutions.
• Deductive Reasoning – Able to apply general rules to specific problems to produce answers that make sense.
• Problem Sensitivity – Able to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Written Comprehension – Able to read and understand information and ideas presented in writing.
• Inductive Reasoning – Able to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Information Ordering – Able to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Near Vision – Able to see details at close range (within a few feet of the observer).
• Oral Comprehension – Able to listen and understand information and ideas presented through spoken words and sentences.
• Oral Expression – Able to communicate information and ideas verbally so others will understand.
• Speech Recognition – Able to identify and understand the speech of another person.
• Speech Clarity – Able to speak clearly so others can understand you.

Work Conditions 

Able to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Overtime required as necessary.

Physical Demands

• Sitting up to 90% of the time
• Walking and standing up to 10% of the time
• Occasional lifting, stooping, kneeling, crouching, and reaching

Equal Employment Opportunity

LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

Who We Are

LoanCare is a top national provider in mortgage loan subservicing. For 40 years, LoanCare has been servicing loans for banks, credit unions, independent mortgage companies, and portfolio investors. LoanCare is part of Fidelity National Financial (NYSE: FNF), a Fortune 500 company and leading provider of title insurance and transaction services to the real estate and mortgage industries. For more information, visit loancare.com.