Mortgage Quality Control & Contact Monitoring Specialist

Express Employment Professionals - Cincinnati East in Ocala, FL is seeking a Contact Monitoring Specialist to ensure borrower interactions are professional, accurate, and compliant across calls, emails, and AI-assisted communications. The role requires 2+ years in mortgage servicing, customer service, call centers, or QA. You will monitor live and recorded calls, review AI transcripts, audit written communications, score with standard criteria, identify coaching needs, and support quality