QC Servicing Communications Analyst

Come join our amazing team and work remote from home! The Quality Control Communications Analyst will monitor live and/or recorded communications with customers, via telephone, computer and/or email and measures compliance with established quality and regulatory guidelines. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The pay for this position is $24.00 - $26.00 an hour. What you’ll do: • Monitor live or recorded calls with customers and measures compliance with established quality and regulatory guidelines. • Identify opportunities for improvement and performance trends, and report findings to CMS’ servicing management. • Assist with the design of call monitoring guidelines and formats. • Participate in departmental meetings to calibrate scoring methods. • Complete reports and special projects regarding monitoring trends. • Responsible for ensuring completion of call reviews and maintaining a 98% call score accuracy ratio. • Assist in the exception and dispute review process. • Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities. •…