New

Customer Contact Quality Auditor

TEKsystems
$24.04 - $26.44 / hr
life insurance, sick time, 401(k), retirement plan
United States, Colorado, Englewood
Jul 10, 2026
Customer Contact Quality Evaluator (QA Auditor) Location: Englewood, CO (Onsite - 5 days/week) Industry: Financial Services / Mortgage Servicing Schedule: Monday-Friday, 8:00 AM - 5:00 PM About the Opportunity Join a growing financial services organization supporting the mortgage servicing industry as a Customer Contact Quality Evaluator. In this role, you will play a critical part in ensuring contact center interactions meet company policies, regulatory requirements, and customer service standards. You will partner closely with leadership and frontline agents to identify coaching opportunities, improve customer experiences, and support operational excellence. This is an excellent opportunity for candidates with contact center quality assurance, call auditing, or quality monitoring experience who thrive in a fast-paced environment and have a strong attention to detail. Key Responsibilities * Monitor and evaluate customer service calls and email interactions to ensure compliance with company policies, procedures, and quality standards. * Conduct call listening and quality audits across contact center teams. * Review customer interaction records and verify proper documentation within servicing systems. * Identify trends, performance gaps, and opportunities for improvement. * Create detailed audit reports and provide clear written feedback to leadership and agents. * Share audit findings and recommendations with supervisors, managers, and leadership. * Collaborate with contact center teams to support quality initiatives and continuous improvement efforts. * Ensure customer interactions are accurately documented and appropriate status updates are maintained. Required Qualifications * High School Diploma or equivalent. * Minimum of 1 year of call monitoring, call listening, or quality auditing experience within a contact center environment. * Experience reviewing customer service interactions for quality and compliance. * Minimum of 2 years of experience using Microsoft Office Suite, including Word, Excel, and Outlook. * Strong attention to detail and analytical skills. * Excellent written and verbal communication skills. * Strong interpersonal skills and professional phone etiquette. * Ability to maintain professionalism and accuracy in high-volume or stressful situations. Preferred Qualifications * Bilingual in Spanish and English. * Experience within mortgage servicing, mortgage operations, banking, lending, or other financial services environments. * Familiarity with mortgage servicing platforms such as Black Knight. * Previous experience supporting mortgage servicing contact centers. * Quality assurance, compliance, or auditing experience within a regulated industry. Ideal Candidate * Detail-oriented and highly organized. * Comfortable providing constructive feedback and coaching recommendations. * Strong critical thinking and problem-solving abilities. * Able to identify process improvement opportunities and communicate findings effectively. * Passionate about delivering excellent customer experiences while ensuring compliance. What We Offer * Opportunity to join a growing financial services organization experiencing significant expansion. * Direct impact on customer experience and operational quality. * Exposure to leadership and cross-functional teams. * Contract-to-hire opportunity with potential for permanent employment after successful completion of the contract period. * Stable Monday-Friday schedule with no evenings or weekends. Job Type & LocationThis is a Contract to Hire position based out of Englewood, CO. Pay and BenefitsThe pay range for this position is $24.04 - $26.44/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace TypeThis is a fully onsite position in Englewood,CO. Application DeadlineThis position is anticipated to close on Jul 23, 2026. About TEKsystems We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.