Close

Careers

Submitted by Administrator on Sat, 02/16/2013 - 12:09

About Us

Job Details
Apply Online
Send This Job to a Friend

Requisition Number 15-1324P
Title Analyst, Call Monitoring
Department Retail Enterprise Support
City Pasadena
State CA
Job Description

The call monitoring analyst will review a defined percentage of calls each month for the retail sales division to ensure that a high quality, knowledgeable, compliant experience is being offered by Account Executives. The analyst will score calls, maintain the call monitoring database, generate reporting, identify and perform training as a result of the analysis.

Duties and Responsibilities

  • Listen to and score retail sales call each month as defined by call monitoring policy
  • Refine scoring system over time as process and discipline evolve
  • Maintain call monitoring scoring dB and improve over time
  • Identify gaps to performance standards at Account Executive level and perform / coordinate training as necessary
  • Enforce call monitoring policy at manager level to ensure sales management is participating
  • Communicate out findings in an effective and disciplined manner
  • Perform other related duties as required and assigned
  • Demonstrate behaviors which are aligned with the organization’s desired culture and values
Preferred Qualifications

  • 4 Year college degree (Bachelor or equivalent)
  • 1+ years experience
  • Details-oriented individual with an ability to maintain focus on a task and improve process
  • Ability to communicate effectively, work with data, and present to groups.
  • Familiarity with Excel, Word, and PowerPoint
  • Sales or mortgage experience a plus

PennyMac is an Equal Opportunity Employer
Apply On-line
Send This Job to a Friend