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Robert Half Logo Robert Half · Quality Control

Quality Control Manager

United States, Chicago Employment contract 80000.00 - 85000.00 USD / Year · Job Posted June 15, 2026
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Job Description

The #1 thing on everyone's mind right now: ‘Where can I find a fresh start?’. NOTE: This position is a career-fast-track opportunity. Whoever fills this role is expected to be promoted quickly.

Job Responsibility

  • Develop, administer, and continuously improve the call monitoring and quality assurance program
  • Review recorded customer and client interactions to assess service quality, professionalism, accuracy, compliance, and adherence to company standards
  • Develop, maintain, and periodically update quality scorecards, evaluation criteria, and testing methodologies for customer-facing teams
  • Analyze customer experience trends, borrower feedback, complaint data, and quality review findings to identify opportunities for service improvements
  • Develop recommendations that enhance customer satisfaction, first-call resolution, and overall service quality
  • Monitor borrower complaints, escalation trends, and customer dissatisfaction indicators to identify root causes and recommend corrective actions
  • Monitor customer interactions for compliance with CFPB servicing regulations, RESPA, FDCPA, FCRA, UDAAP, SCRA, and applicable client requirements
  • Partner with Compliance to ensure quality reviews align with regulatory expectations and emerging risks
  • Track remediation efforts and validate corrective actions to ensure deficiencies are effectively addressed
  • Prepare and present quality assurance reports, trend analyses, risk assessments, and performance metrics to management and executive leadership

Requirements

  • Experience in mortgage servicing, customer service operations, call center quality assurance, compliance monitoring, or related financial services functions
  • Demonstrate knowledge of quality assurance testing methodologies preferred
  • Working knowledge of mortgage servicing regulations including RESPA, CFPB servicing requirements, UDAAP, FDCPA, FCRA, SCRA, and applicable state regulations
  • Experience designing and administering quality assurance testing programs, quality scorecards, call monitoring frameworks, and performance measurement systems
  • Strong analytical capabilities with experience interpreting quality metrics, customer satisfaction data, complaint trends, and operational performance indicators
  • Proficiently and effectively present written information and respond to questions from groups of managers, clients, customers, and the general public
  • Thorough knowledge of and comfort with the Microsoft Office Suite applications
  • Strong comfort level with technology, including ability to adapt to new systems quickly and easily
  • Thorough knowledge of and comfort with the Microsoft office suite applications

What we offer

  • medical insurance
  • vision insurance
  • dental insurance
  • life insurance
  • disability insurance
  • bonus
  • 401(k) plan
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