Call Quality Analyst III

PENNYMAC Pennymac is (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market. At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey. A Typical Day Responsible for performing call quality audits in support of various lines of business within Default Servicing, whou2019s calls and/or processes have a high level of complexity. Score calls to measure agent performance and adherence to investor/insurer guidelines, regulatory requirements and internal policies and procedures. Perform review of ancillary business applications to gather additional information that may be relevant to the call sample. Provide feedback in support of findings, including the appropriate level of detail required to make the information meaningful to the supported lines of business. Maintain checklists and trackers required to perform call quality audits and ensure timely completion. Actively participate in call calibration sessions and provide relevant feedback. Perform additional targeted reviews on specific sample populations, as needed. The Call Quality Analyst III will: + Perform call quality audits, inclusive of listening to and scoring calls, for various Default lines of business whose calls and/or processes have a higher level of complexity + Perform review of agent documentation within system of record to validate accuracy, omission of relevant information, etc + Perform review of ancillary business applications to gather additional information that may be relevant to the call sample + Ensure samples reviewed adhere to internal policies and procedures, investor/insurer guidelines and federal regulations + Provide feedback in support of each finding, including the appropriate level of detail required to make the information meaningful to lines of business + Ensure call quality audits are completed in a timely manner, in accordance with established policies and procedures + Create and maintain documents necessary to perform call monitoring audits including, itemized checklists, trackers, etc + Actively participate, providing relevant feedback, in meetings with team and supported lines of business to review findings, perform call calibration, etc + Identify areas of opportunity for additional scoring metrics, revisions to existing metrics, process and/or system gaps, etc + Perform additional targeted reviews, both established and ad-hoc, gathering additional information and samples, performing additional testing and providing feedback to Supervisor when appropriate + Assist Supervisor/Manager in developing department job aids and target review metrics + Assist in performing User Acceptance Testing (UAT) in support of application enhancements or updates + Assist Supervisor/Manager in providing training support to team members + Perform other related duties as required and assigned + Demonstrate behaviors which are aligned with the organizationu2019s desired culture and values What Youu2019ll Bring + Ideal candidate has past experience in call monitoring or in a customer facing position, is highly proficient in performing the required duties of the role and is well versed with the requirements in which a contact center agent would be measured against + Strong attention to detail with excellent critical thinking and problem solving skills + Ability to communicate clearly and concisely + Sound judgement and strong sense of ethics + Ability to work effectively both independently and as part of a team + Ability to deliver information timely and accurately in a fast-paced environment + Moderate to skilled in Excel and Word + Financial Services and, if possible, mortgage industry experience preferred Why You Should Join As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do. Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported. Benefits That Bring It Home: Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key benefits include: + Comprehensive Medical, Dental, and Vision + Paid Time Off Programs including vacation, holidays, illness, and parental leave + Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations) + Retirement benefits, life insurance, 401k match, and tuition reimbursement + Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships + We value the hard work and dedication of our employees. In addition to a competitive salary, positions may offer bonus opportunities. To learn more about our benefits visit: For residents with state required benefit information, additional information can be found at: Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below: + Lower in range - Building skills and experience in the role + Mid-range - Experience and skills align with proficiency in the role + Higher in range - Experience and skills add value above typical requirements of the role Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance. Salary $50,000 - $75,000 Work Model OFFICE

Created: 2026-01-28