Associate - QAs qas

1 week ago

Mumbai Maharashtra, India Moder Solutions Full time

Department
- Quality Assurance Services
- Job posted on
- Sep 26, 2025
- Employment type
- Full Time

**Quality Assurance Services QA Rep (Originations)**

**About Us**

**Moder**, formerly known as Archwell Operations, is a part of Archwell Holdings founded in 2017. We are a tech forward outsourcing company specializing in supporting the US Mortgage, Insurance, and Banking industries. We specialize in end-to-end component-based outsourcing, managing one-off projects to become an extension of the customer service or operations team. Our team is built on industry expertise and provides the traction clients need to grow their company.

Equipped with diverse tools, platforms, solutions, and services we strive to work towards our mission to positively impact the financial health of companies by powering in-house processes using top talent, workflow best practices, and progressive technology.

**Job Overview**:
The Quality Assurance Representative is responsible for the monitoring of phone calls for various departments to ensure compliance with federal laws, company/departmental procedures, as well as ensuring employees are providing outstanding customer service.

Essential Job Functions, roles, and responsibilities:

- Responsible for completing all assigned call monitors during each week of monitoring, meeting all assigned productivity, quality, SLA, and TAT requirements.
- Ability to monitor at least three departments for procedure, customer service, sales skills (if applicable), telephone etiquette, and compliance with any applicable federal laws.
- Use established criteria and procedures to locate, listen to, score, and publish call monitoring result

Quality Assurance Rep may be called upon to:

- Participates in design of call monitoring forms and quality standards.
- Provide trend data to management.
- Use call monitoring data to compile and track performance of agents.
- Coordinate & facilitate call calibration sessions for call centre staff.
- Prepare and Analyse internal and external quality reports for management.
- Train new QA Reps in various procedures or systems used by the QA Team.
- Perform other duties as assigned.

**Qualification & Experience**

Educational qualification and years of experience required in any specific domain/skill for the role
- Basic Degree completion (15 years of education)
- Good written and oral communications skills in English. Ability to read, and interpret documents such as policy and procedure manuals, safety rules, operating and maintenance instructions. Ability to write routine reports and correspondence. Ability to speak effectively before individuals or groups or employees.
- US Mortgage Experience in Call Monitoring or mortgage originations experience preferred (Minimum 24 Months)
- Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, proportions, and percentages.

**Other qualifications**
- Interpersonal relationship at work with peers
- Adhering to organization policies

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