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Leidos Mortgage Quality & Training Specialist in Indianapolis, Indiana


Job Description:

Leidos currently has an opening for a Quality and Training Specialist to work in our Indianapolis, Indiana contact center. The successful candidate must have experience in mortgage servicing and/or origination. This is an exciting opportunity to use your quality and training experience to support our team in exceeding performance standards and providing excellent customer service to our clients.

Primary Responsibilities:

  • Conducts call monitors and audits

  • Reviews and tracks individual and contact center performance

  • Makes recommendations for improvements, which include additional training, Knowledge Base content, and process improvements

  • Assists the trainer in identifying and developing training material resulting from quality data analysis

  • Conducts training as needed

  • Participates in calibration sessions

  • Assists in completing new hire call certifications

  • Maintains updated knowledge of FHA Mortgage Insurance products and policies

  • Maintains updated knowledge of all call center Standard Operating Procedures (SOPs) and Quality Handbooks

    Basic Qualifications:

  • 3 years of mortgage origination and/or servicing experience with at least 2 years of college, or 5 years of mortgage origination and/or servicing experience with a High School diploma

  • Two years of quality assurance or quality control experience in a contact center, the mortgage industry, or similar environment

  • Must be able to obtain a Public Trust security clearance, which includes a credit check and background investigation

  • Position requires a flexible work schedule

  • Experience in conducting training, and/or performing quality audits

External Referral Bonus:Ineligible

Potential for Telework:No

Clearance Level Required:Public Trust


Scheduled Weekly Hours:40


Requisition Category:Professional

Job Family:Training

Pay Range: REQNUMBER: R-00050854

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.