Senior Quality Assurance Specialist

📋 Description

• • Senior Quality Assurance Specialist role focused on ensuring service excellence and regulatory compliance in mortgage servicing and consumer direct lending through rigorous evaluation of homeowner interactions.
• • Day-to-day responsibilities include conducting QA reviews for contact center agents, monitoring phone, chat, and email interactions, facilitating call calibration sessions, identifying training and process improvement opportunities, meeting daily/weekly audit quotas, completing targeted reviews, and collaborating with internal and external partners to maintain consistent quality standards.
• • Valon is a technology-driven mortgage servicing and lending company backed by Andreessen Horowitz, managing over $130 billion in loans, with a mission to empower homeowners through a modern, AI-native operating system that enhances transparency, efficiency, and care in regulated finance.
• • The role offers opportunities to develop expertise in quality assurance methodologies, voice analytics, AI-driven process improvements, and cross-functional collaboration while contributing to compliance, customer experience, and operational excellence in a fast-scaling, innovative environment.