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Fasttrack Staffing, Inc.
Contact Monitoring Specialist
Entry-Level JobVerifiedNo experience needed
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Based on Florida data
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What they do
A Quality Assurance Specialist specializes in the prevention of faults in manufactured products and solutions.
$59,338 / year median in Florida
+5% projected growth
Job Description
Overview We are seeking a highly organized and communicative Contact Monitoring Specialist to join our dynamic team. In this role, you will be responsible for reviewing borrower communications, including phone calls, AI-assisted interactions, and emails, to ensure quality, accuracy, and compliance. This position identifies coaching opportunities, documents findings, and works with leadership to improve service and the borrower experience.
The ideal candidate will possess excellent communication skills, technical proficiency, and the ability to handle multiple tasks with precision and professionalism. Key Responsibilities Monitor and score live and recorded borrower calls Review AI-generated calls, transcripts, and email communications Ensure interactions meet company policies and regulatory requirements Document results, trends, and compliance concerns Identify coaching and training opportunities Maintain accurate monitoring and audit records Assist with quality reports, scorecards, and calibration sessions Collaborate with supervisors, managers, and trainers Perform other related duties as assigned Qualifications High school diploma or GED required Two or more years of experience in mortgage servicing, customer service, call center operations, or quality assurance preferred Familiarity with FDCPA, ECOA, and mortgage servicing practices preferred Experience reviewing verbal and written customer communications Strong attention to detail, organization, and written communication skills Ability to remain fair, accurate, and confidential Experience with AI-assisted systems or virtual agents is a plus Proficiency in Microsoft Office, including Word, Excel, Outlook, and PowerPoint Experience with MSP, FICS, or call-monitoring software is a plus If you are passionate about ensuring quality communication standards and enhancing client experiences through meticulous monitoring, we encourage you to apply today. Join us in delivering outstanding service while advancing your career in a supportive environment. #IND2
The ideal candidate will possess excellent communication skills, technical proficiency, and the ability to handle multiple tasks with precision and professionalism. Key Responsibilities Monitor and score live and recorded borrower calls Review AI-generated calls, transcripts, and email communications Ensure interactions meet company policies and regulatory requirements Document results, trends, and compliance concerns Identify coaching and training opportunities Maintain accurate monitoring and audit records Assist with quality reports, scorecards, and calibration sessions Collaborate with supervisors, managers, and trainers Perform other related duties as assigned Qualifications High school diploma or GED required Two or more years of experience in mortgage servicing, customer service, call center operations, or quality assurance preferred Familiarity with FDCPA, ECOA, and mortgage servicing practices preferred Experience reviewing verbal and written customer communications Strong attention to detail, organization, and written communication skills Ability to remain fair, accurate, and confidential Experience with AI-assisted systems or virtual agents is a plus Proficiency in Microsoft Office, including Word, Excel, Outlook, and PowerPoint Experience with MSP, FICS, or call-monitoring software is a plus If you are passionate about ensuring quality communication standards and enhancing client experiences through meticulous monitoring, we encourage you to apply today. Join us in delivering outstanding service while advancing your career in a supportive environment. #IND2