Description
The Mortgage Sales Call Monitor & Quality Coach is responsible for monitoring live outbound and inbound mortgage sales calls to ensure Loan Officers and mortgage sales team members deliver a consistent, compliant, and customer-focused experience. This role serves as an independent quality resource by evaluating call performance, identifying coaching opportunities, and helping team members improve conversion rates, customer engagement, and adherence to company and regulatory standards. The Mortgage Call Quality Coach partners with sales leadership to reinforce best practices, ensure accurate mortgage-related communication, and support overall production goals.
Responsibilities
$45
Qualifications
• High school diploma or equivalent.
• Minimum of 1 year of mortgage, sales, call center, customer service, or quality assurance experience.
• Strong understanding of mortgage lending terminology and the mortgage sales process.
• Excellent listening, communication, and coaching skills.
• Ability to provide constructive feedback in a professional and supportive manner.
• Strong attention to detail and documentation skills.
• Ability to objectively evaluate sales conversations and customer interactions.
• Comfortable working in a fast-paced, production-driven environment.
• Strong organizational and time-management skills.
• Proficiency with CRM systems, dialer platforms, and Microsoft Office applications.
