Contact Quality Monitoring (CQM) Analyst

Job Description

Job Summary:

This position is on-site only (Ocala, FL).

The CQM Analyst is responsible for monitoring and evaluating customer interactions, including calls and emails, to ensure that they meet Essex’s high standards of compliance, quality, and customer care. Utilizing Five9’s CQM product with screen capture capabilities, the CQM Analyst assesses interactions for adherence to regulatory requirements, customer service best practices, and Essex’s commitment to creating Raving Fans through empathy and excellence. This role drives continuous improvement across customer touchpoints, enhancing training, coaching, and process adjustments to foster a culture of compliance, empathy, and transparency.

Core Competencies:

• Maintains highest level of professional behavior at all times even in stressful situations. Avoids behaviors, comments, and conversations that harm morale, productivity, customer satisfaction and teamwork.
• Meets confidentiality requirements related to company, customer and financial information.
• Communicates in writing, verbally and via email in a clear and positive way. Meets policy requirements governing communication content.
• Meets high-productivity requirements and constantly evaluates and prioritizes work throughout the day to meet frequent deadlines.
• Takes ownership of work and completes tasks projects accurately. Reviews and proofreads work thoroughly.
• Works well in a fast-paced team environment and communicates regularly with other team members to ensure deadlines are met.
• Remains up to date on best practices relevant to the position and uses work hours productively.

Essential Duties:

Call and Email Monitoring:

• Review recorded calls, emails, and screen captures of customer interactions to evaluate quality, compliance, and customer service effectiveness.
• Assess adherence to company policies, regulatory standards, and customer service protocols, ensuring interactions are compliant and customer-focused.
• Monitor for key qualities, such as empathy, active listening, clarity, and efficiency, to ensure each interaction aligns with Essex’s Raving Fans and High Performance pillars.
• Identify and flag interactions with potential compliance issues, escalated inquiries, or areas where service can be improved.

Compliance and Quality Assurance:

• Ensure all monitored interactions meet industry regulations, including privacy and data protection standards, and align with internal policies.
• Provide detailed reports on compliance findings, outlining any trends, recurring issues, and recommendations for addressing potential risks.
• Collaborate with compliance and legal teams to stay updated on regulatory changes, incorporating them into the monitoring framework as needed.

Feedback and Continuous Improvement:

• Supply constructive feedback and insights to team members and supervisors, focusing on areas like compliance adherence, empathy, communication clarity, and problem-solving.
• Assist in creating targeted coaching plans based on monitoring results, supporting the development of skills that drive Raving Fans experiences.
• Identify opportunities to enhance customer service processes, contributing suggestions to streamline workflows, improve customer experience, and reduce errors.

Data Analysis and Reporting:

• Utilize Five9’s analytics tools to track performance trends, measure interaction quality, and analyze areas of strength and improvement.
• Prepare and present reports on key performance metrics, highlighting compliance rates, quality scores, and overall interaction effectiveness.
• Support leadership in setting benchmarks and goals for quality and compliance, providing data-driven recommendations for strategic improvements.

Collaboration and Training:

• Partner with training and development teams to align feedback with training initiatives, contributing insights that strengthen compliance and customer experience.
• Assist in training new team members on compliance standards, empathy-driven service, and quality expectations for customer interactions.
• Participate in team meetings and workshops to discuss common challenges, share best practices, and foster a culture of continuous learning and improvement.

Education and Experience

• High school diploma or equivalent required; associate or bachelor’s degree in communications, business, or a related field preferred.
• Minimum of 2 years of experience in quality monitoring or customer service in a compliance-driven environment, preferably within the mortgage or financial services industry.
• Experience with Five9’s CQM product or similar quality monitoring tools is preferred.

Skills and Competencies:

• Strong understanding of compliance and regulatory standards in customer service, with a keen eye for detail in monitoring and reporting.
• Excellent communication skills, with the ability to deliver constructive feedback that is clear, actionable, and supportive.
• Empathy-driven mindset with the ability to assess interactions for qualities that create Raving Fans, including patience, understanding, and effective problem-solving.
• Proficiency in using call monitoring and data analysis software (e.g., Five9, Excel) to assess, report, and track performance.
• Strong organizational and time-management skills, able to handle multiple priorities and meet deadlines.

Computer and Equipment Skills

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• MSP or FICS’ Mortgage Servicer a plus
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.)

Physical Requirement:

• Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
• Clear speaking voice on the telephone, in person, and recorded
• Hearing within normal ranges in noise environments typical of office
• Able to sit for long periods of time at computer or other work-station and in meetings
• Able to use computers and operate equipment
• Able to lift 10 pounds occasionally unassisted

EEO Statement: As part of our dedication to the diversity of our workforce, Essex Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.