Call Center Quality Analyst

Overview

Join Virginia Housing and help make a difference as a Call Center Quality Analyst.

This important role will perform Call Quality Analyst functions for five Contact Centers within Homeownership Loan Servicing by monitoring a random sampling of calls each day. This includes the ability to perform repetitive tasks while providing excellent results. This position requires a highly motivated Quality Assurance Analyst that works with integrity and presents all call monitoring results accurately in an unbiased and professional manner.

Virginia Housing is one of the nation’s leading housing finance agencies. Our mission is to help Virginians attain quality, affordable housing, which we accomplish through our lending and grant programs.

We are focused on employee engagement and committed to a healthy and diverse workforce. We offer on-site conveniences such as a fitness center and free parking. Educational opportunities to help your advancement are available through classroom and online programs.

To be successful in this role you must possess:

• High School Diploma or GED
• Minimum 3 years single family mortgage servicing experience, default and/or performing loans
• Extensive knowledge with single family ICE/Black Knight Director Servicing system
• Exceptional analytical skills, with attention to detail.
• Goal-oriented with the ability to prioritize duties.
• Effectively utilize Microsoft office, including proficiency utilizing formulas in Excel. 
• Ability to interpret data and accurately compose results. 
• Excellent Communication – verbal and written
• Integrity
• Reliability
• Discretion & Judgement
• Results Oriented

The ideal candidate would also have experience in:

• Call Monitoring Quality Assurance experience preferred but not required
• Call Center experience preferred but not required
• Bilingual English and Spanish preferred but not required

Applications and resumes are accepted online only at http://www.virginiahousing.com/careers.

This position will close at midnight on June 30, 2026.

Hiring Range: $54,000 to $72,500

A background check will be performed as a condition of employment.

A Conflict-of-Interest Act Disclosure form and Secondary Employment Disclosure form will need to be completed as a condition of employment.

Virginia Housing requires associates to live and work within the Commonwealth of Virginia.

Internal applicants 

(MR-4) Please review relevant HR policy under 'Employment Practices' on the Zone before applying. 

Apply through the Zone or at http://employees-virginiahousing.icims.com/.

-EOE-

V3 Certified Military friendly employer

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