Senior Quality Assurance Specialist

About the Company Valon is transforming both mortgage servicing and consumer direct lending with a technology-first approach. Backed by Andreessen Horowitz (a16z) and managing over $130 billion in loans, we’ve built our platforms from the ground up—not on outdated legacy systems—so homeowners, lenders, and investors experience greater transparency, efficiency, and care. By unifying processes into a modern, AI-native operating system, we’re leading the way in automation, compliance, and continuous improvement across our servicing and lending businesses. Our mission is to empower every homeowner by making the mortgage experience simple, secure, and financially empowering. To achieve this, we bring together world-class engineers, servicing experts, lending professionals, and operations leaders who share a passion for improving the homeowner journey. We’re not only reshaping what servicing and lending look like today—we’re creating opportunities for talented people to help drive the future of the industry. As we continue to grow, Valon is expanding its footprint across multiple states, opening the door to exciting new roles and career paths. Joining Valon means becoming part of a fast-scaling company where innovation, collaboration, and customer impact go hand in hand. Mortgage is just the beginning—we’re building the future of regulated finance, and we want you to be part of it. Quality at Valon Valon’s Quality team strategically aligns three perspectives--homeowner, company, and compliance--into a support system while ensuring regulatory compliance across servicing. We’re passionate about thinking critically about goals and downstream impacts of conversations with homeowners. The Quality team reviews homeowner-facing interactions--calls, emails, and chats– to identify correlations between behaviors and outcomes and empower leaders to make informed decisions while maintaining adherence to defined processes. About the Role We are seeking a Sr. Quality Assurance Specialist to help us grow our QA team. The ideal candidate will understand how to strike a balance between individual motivation and analytical skills, easily spotting trends to help drive overall improvement. This person will also work collaboratively to drive technological advances through voice analytic software, artificial intelligence, and product enhancements. Responsibilities This position is responsible for conducting quality assurance reviews for the contact center agents, facilitating call calibration sessions, and resolving any complex quality assurance-related inquiries from leads and supervisors. Monitor and evaluate a variety of interactions–phone, chat, and email– within the contact center to ensure service meets all quality assurance standards. Identify departmental training, performance, and process improvement opportunities Develop and maintain thorough knowledge and understanding of the functional requirements of the call center, including the frequent and regular performance of front-line tasks Meet the required daily/weekly quota of QA audits. Responsible for completing Targeted Reviews as assigned. Foster positive working relationships with internal and external partners to ensure consistent quality standards. Performs other duties and special projects as assigned Minimum Qualification s Exceptional organization and time management skills Ability to work productively with minimal supervision Basic/Intermediate skill level using Excel/Google Sheets required with proficiency in all other Microsoft products Analytical approach to problem-solving Ability to break down complex concepts Excellent written and verbal communication Strong interpersonal skills, including the ability to influence others Strong understanding of best practices for exceptional customer service Minimum 2+ years of quality experience or similar preferred Must be available to collaborate and communicate in regularly held in-person meetings High School Diploma or GED equivalent required What we can offer: Compensation: competitive salary and 401k plan Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits Food & meals: in-office snacks and drinks, and Bagel Fridays Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient. Grow together: Company wide orientation for you to successfully onboard and other learning & development opportunities including regular review cycles that feature 360 degree feedback Generous time off: 17 days paid time off, sick days, and 11 company holidays Baby bonding time!: 12 weeks off for both birthing and non-birthing parents - fully paid so you can focus your energy on your newest addition Throughout the interview process, please remember that emails will only be from valon.com email addresses. We will never ask for any personally identifiable information during the interview process itself. Please reach out to [email protected] if you have any requests to verify the authenticity of an outreach. Valon is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Valon makes hiring decisions based solely on qualifications, merit, and business needs at the time.