Content Quality Analyst
On-siteFort Mill, South Carolina, United States or Coppell, Texas, United States
Job Summary
Conduct quality reviews of formal written responses to consumers and regulators, evaluating substantive resolution, writing quality, research thoroughness, and system entry accuracy in the RPMS and Complaint databases. Generate quality assessment reports for leadership and recommend training opportunities based on work analysis. Assist in developing correspondence quality processes and enhancing training materials, policies, and quick reference guides. Build strong relationships with stakeholders, vendors, and co-workers to ensure service delivery objectives are met while contributing to continuous improvement projects. Act as an internal advocate for White Glove Service and operational excellence.
Required Qualifications
- Bachelor's degree
- Experience using Microsoft Suite, SharePoint, Adobe Acrobat, BKFS
- Two years of business writing experience
- Data entry experience
- Two years of customer service experience
- Strong writing skills
- Availability on some weekends as required
Desired Qualifications
- Experience with mortgage, consumer lending, and/or banking issues
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