PENNYMAC · 1 day ago
Call Quality Analyst III
Fort Worth, TX
Full-time
Onsite
Mid Level
$50K/yr - $75K/yrPennymac is a specialty financial services firm focused on the production and servicing of U.S. mortgage loans. The Call Quality Analyst III is responsible for performing call quality audits, scoring calls, providing feedback, and ensuring compliance with internal policies and regulations.
BankingFinanceFinancial ServicesLendingMortgage
Responsibilities
Perform call quality audits, inclusive of listening to and scoring calls, for various Default lines of business whose calls and/or processes have a higher level of complexity
Perform review of agent documentation within system of record to validate accuracy, omission of relevant information, etc
Perform review of ancillary business applications to gather additional information that may be relevant to the call sample
Ensure samples reviewed adhere to internal policies and procedures, investor/insurer guidelines and federal regulations
Provide feedback in support of each finding, including the appropriate level of detail required to make the information meaningful to lines of business
Ensure call quality audits are completed in a timely manner, in accordance with established policies and procedures
Create and maintain documents necessary to perform call monitoring audits including, itemized checklists, trackers, etc
Actively participate, providing relevant feedback, in meetings with team and supported lines of business to review findings, perform call calibration, etc
Identify areas of opportunity for additional scoring metrics, revisions to existing metrics, process and/or system gaps, etc
Perform additional targeted reviews, both established and ad-hoc, gathering additional information and samples, performing additional testing and providing feedback to Supervisor when appropriate
Assist Supervisor/Manager in developing department job aids and target review metrics
Assist in performing User Acceptance Testing (UAT) in support of application enhancements or updates
Assist Supervisor/Manager in providing training support to team members
Perform other related duties as required and assigned
Demonstrate behaviors which are aligned with the organization’s desired culture and values
Qualification
Required
Ideal candidate has past experience in call monitoring or in a customer facing position
Highly proficient in performing the required duties of the role
Well versed with the requirements in which a contact center agent would be measured against
Strong attention to detail with excellent critical thinking and problem solving skills
Ability to communicate clearly and concisely
Sound judgement and strong sense of ethics
Ability to work effectively both independently and as part of a team
Ability to deliver information timely and accurately in a fast-paced environment
Moderate to skilled in Excel and Word
Preferred
Financial Services and, if possible, mortgage industry experience preferred
Benefits
Comprehensive Medical, Dental, and Vision
Paid Time Off Programs including vacation, holidays, illness, and parental leave
Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
Retirement benefits, life insurance, 401k match, and tuition reimbursement
Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships
We value the hard work and dedication of our employees. In addition to a competitive salary, positions may offer bonus opportunities.
Company
PENNYMAC
Pennymac is a home loan lending company that offers financial services.
Founded in 2008
1001-5000 employees
H1B Sponsorship
PENNYMAC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (48)
2024 (42)
2023 (33)
2022 (44)
2021 (65)
2020 (34)
Funding
Current Stage
Public CompanyTotal Funding
$2.33B2025-12-11Post Ipo Debt· $75M
2025-08-07Post Ipo Debt· $650M
2024-05-20Post Ipo Debt· $850M
Leadership Team
Stanford L. Kurland
Founder, Chairman, and Chief Executive Officer
Amar Nadig
Senior Vice President of Enterprise Data
Recent News
MarketScreener
2025-12-20
2025-12-16
2025-11-06
Company data provided by crunchbase