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Call Quality Analyst 

About the Organization Seneca Mortgage Servicing, LLC complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. Seneca Mortgage Servicing, LLC also provides reasonable accommodations to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws. If you require an accommodation for a disability in order to participate in the application process, please contact the Human Resources department.  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Category Quality Control  
  • The role of the Call Quality Analyst is to assess agent performance/behavior in a call center, and to coach and counsel agents to modify their performance/behavior to facilitate a high level of customer service.
  • Areas the analyst study include voice quality and product knowledge, as well as whether representatives stick to their training scripts. They also check to see if a customer is satisfied with the results of the interaction, and end calls in a friendly and professional way.
  • Call Quality Analysts often monitor phone calls to measure performance and help implement the business’s strategic objectives.
  • Call quality monitoring is very vital for any contact center. Its main purpose is to identify the calls failing to meet predefined standards and get the root cause of why.
  • Call Quality Analyst listen to 4 calls per week for 15-18 associates, the calls are randomly chosen for monitoring in a pre-recorded system.
  • The Call Quality Analyst hold weekly side by side coaching sessions with the call center associates to go over best practices.
Position Requirements


  • Prior Call Monitoring experience a plus.
  • Must be able to work posted hours.
  • Team player.
  • High School diploma or equivalent in work experience.
  • Typing or keyboard proficient. Solid PC skills.
  • Strong verbal and written communications skills.
  • Communicate effectively and professionally.



  • Detail and goal oriented.
  • Bilingual a plus.

The above description outlines the most significant job functions performed but may include other similar functions or assignments not specifically mentioned.

Full-Time/Part-Time Full-Time  
Shift Days  
Position Call Quality Analyst  
Exempt/Non-Exempt Non-Exempt  
Location Seneca Mortgage Servicing - Depew  

This position is currently not accepting applications.

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