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Call Quality Specialist

United Wholesale Mortgage - Pontiac, MI

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Job Description

:A lot can be gained from an engaging phone conversation. It can build relationships, answer stirring questions and showcase exceptional client experience. As a CX Scoring Specialist at United Wholesale Mortgage, you will be responsible for monitoring team member/client phone calls, and providing written feedback. This practice ensures our team members continue learning, improving and providing an exceptional client experience.WHAT YOU WILL BE DOING:Listening to 45+ calls per dayAuditing and evaluating call quality using a detailed score cardCommunicating strengths and opportunities to coaches and leadershipAuditing calls in our speech analytics platformBasic reportingCompleting additional administrative dutiesWHAT WE NEED FROM YOU:Must Have Qualifications:High School Diploma or equivalent1+ years’ QC experience or call scoring experienceSelf-motivated with a strong work ethicComfortable in a fast-moving environmentAbility to multitask and adaptKeen organizationStrong communication skillsStrong attention to detailPositive attitude and willingness to learnOnsite, full-time attendanceTHE PLACE & THE PERKS:Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community. Whether it’s providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.From the team member that holds a door open to the one that helps guide your career, you’ll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.More reasons you’ll love working here include:Paid Time Off (PTO) after just 30 daysAdditional parental and maternity leave benefits after 12 monthsAdoption reimbursement programPaid volunteer hoursPaid training and career developmentMedical, dental, vision and life insurance401k with employer matchMortgage discount and area business discountsFree membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball courtWellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salonGourmet cafeteria featuring homemade breakfast and lunchConvenience store featuring healthy grab-and-go snacksIn-house Starbucks and DunkinIndoor/outdoor café with Wi-FiDISCLAIMER: All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer. By selecting “Apply for this job online” you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.

Created: 2025-07-04

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