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Performance Management Senior
Freddie Mac
Carrollton, TX, United States
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Position Overview
Are you someone with a passion for service quality? Are you able to apply a holistic viewpoint of the voice of the customer towards driving best in class in service to our clients? If so, the Quality Assurance Analyst, Senior may be your next job.
The Quality Assurance team ensures we are maximizing the contributions of our people in how they engage with our clients. The Quality Assurance Analyst, Senior is responsible for monitoring agent communications with our clients and the quality of their response to client inquiries. The analyst will evaluate the quality of the communication through a subjective lens in alignment to our core customer excellence beliefs.
The successful candidate will demonstrate the ability to identify, evaluate and to communicate individual and departmental performance utilizing tools such as quality assurance reviews, quality control and data analysis in addition to any functions assigned to support the overall objectives of Customer and Operational Services.
This position requires the ability to collaborate positively and to build trusting and supportive partnerships within the division. Exceptional written and verbal communications are required with the ability to provide performance feedback in a constructive and useful manner. Diligent analysis of trend data and the ability to identify opportunities to lessen client level of effort is a critical component of the role.
Responsibilities include:
• Review live and recorded client communications to measure the total customer experience, quality and adherence to policies and procedures.
• Provide quality and constructive performance feedback to agents and leadership in a business-like yet empathetic manner
• Positively collaborate internally in support of specific initiatives
• Provide analysis of quality assurance data with the ability to incorporate it into meaningful feedback
Qualifications
• Typically has 5-7 years related experience in customer service, quality auditing and/or other analysis-based work
• College degree or equivalent work experience in a related field
• Strong analytical skills
• Superior communication and grammatical skills
• Ability to quickly adopt and implement new technologies
Keys to success in this role
• Having a passion for serving our clients at a high level within an environment of rapid change
• Having a self-driven, results-oriented and a positive outlook that is clearly focused on high quality outputs
• Understanding how to manage competing priorities, multi task, and demonstrate experience in delivering high quality results
• Strong planning, problem-solving, and organizational skills
Top 3 Personal Competencies to possess
• Partnership – Build trust and partnerships through my own and my team’s actions.
• Drive for Execution – Be accountable for strong individual and team performance
• Customer Focus – Seek and use data and feedback to enhance customer outcomes
Preferred Skills
• Knowledge of Freddie Mac proprietary systems such as Loan Product Advisor, Loan Selling Advisor and the Servicing Technology tools
• Experience working in both the primary and secondary mortgage markets
• Broad knowledge of the Freddie Mac Seller/Servicer Guide
Closing Statement
Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you’ll do important work for the housing finance system and make a difference in the lives of others. Freddie Mac is an equal opportunity and top diversity employer. EOE, M/F/D/V.