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1 result for Product Controller Manager in Chicago, IL

Quality Control Manager

Chicago, IL
onsite
Permanent / Full Time
80000 - 85000 USD / Yearly
The salary range for this position is $80,000 - $85,000 plus bonus, and it comes with benefits, including medical, vision, dental, life, and disability insurance. To apply to this hybrid role please send your resume to [email protected]. The #1 thing on everyone's mind right now: ‘Where can I find a fresh start?’. NOTE: This position is a career-fast-track opportunity. Whoever fills this role is expected to be promoted quickly. Job Description:• Develop, administer, and continuously improve the call monitoring and quality assurance program. • Review recorded customer and client interactions to assess service quality, professionalism, accuracy, compliance, and adherence to company standards. • Develop, maintain, and periodically update quality scorecards, evaluation criteria, and testing methodologies for customer-facing teams. • Analyze customer experience trends, borrower feedback, complaint data, and quality review findings to identify opportunities for service improvements. • Develop recommendations that enhance customer satisfaction, first-call resolution, and overall service quality. • Monitor borrower complaints, escalation trends, and customer dissatisfaction indicators to identify root causes and recommend corrective actions. • Monitor customer interactions for compliance with CFPB servicing regulations, RESPA, FDCPA, FCRA, UDAAP, SCRA, and applicable client requirements. • Partner with Compliance to ensure quality reviews align with regulatory expectations and emerging risks. • Track remediation efforts and validate corrective actions to ensure deficiencies are effectively addressed. • Prepare and present quality assurance reports, trend analyses, risk assessments, and performance metrics to management and executive leadership.
2026-08-25T00:00:00Z