Vacancies at CDL Human Resource

• We are a blue chip company, a leader in the broadcasting media sector. Due to expansion and growth, the following position has risen in our organization.
• Reporting to the Quality Assurance and Training Manager, the incumbent will be responsible for doing evaluations on each representative in various functions and be able to give constructive feedback and coaching with a view to enhancing customer experience.

Key Outputs

• (Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organization’s mission and strategy)
• Monitor and evaluate touchpoint representatives (where possible)
• Provide feedback to representatives with regards to their quality performance
• Complete feedback sheets
• Identify and escalate training needs
• Report Deviances from Standard Operating Procedures to Supervisors
• Coach CSRs
• Managed conflict related to QA Audits.
• Evaluate and recommend processes and procedures of Operations Divisions
• Conduct trend analysis
• Develop and Maintain evaluation criteria
• Handle escalated queries
• Manage and monitor QA system
• Identify and contribute to quality initiatives –Ops delivery
• Prepare quality reports
• Regularly report to the various functional teams on employee performance evaluations specific to observations conducted through quality monitoring and screening activities.
• Trend Analysis
• Developed and maintained evaluation criteria
• Researched quality standards
• Documented gaps identified from QA evaluations in CDI ratings vs. QA ratings

Requirements

COMPETENCIES & EXPERIENCE 

• Minimum first degree in social sciences or a business related field
• An additional focused Call Centre qualification and/or Diploma in Customer Services Management will be an added advantage
• 3 years of working experience at the Call Centre or in the Service Industry with some supervisory level experience
• Experience at technology oriented service firms; Mobile telephony, BPO call centres, etc. will be an added advantage
• Excellent interpersonal skills
• Ability to motivate to produce results
• Excellent oral and written communication skills
• Dependability
• Multi-tasking

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• We are seeking a brilliant, detail-oriented, and committed Mortgage / Real Estate Underwriting Assistant to support our dynamic operations team. This is a contract auditing and business-to-business (B2B) support role with significant responsibility in auditing contracts and compliance, reverse underwriting, and problem-solving.
• You will primarily interact with buyer’s agents (via email and occasional phone calls), ensuring they comply with Short Sale Cooperative’s strict terms and conditions. You will also audit incoming contracts, buyer financial documents, and provide creative solutions for complex short sale transactions.
• This is an ideal role for a highly intelligent individual who excels in math, critical thinking, and creative problem-solving, and who thrives in a high-tech, mission-driven office environment.

Key Responsibilities

Core Functions

• Audit contracts from buyer’s agents to ensure full compliance with terms & conditions
• Review buyer submissions and audit supporting financial documents:
• Pay statements
• Tax returns
• Bank statements
• Conduct reverse underwriting: underwrite the loan to verify a buyer’s ability to afford the mortgage with a short sale
• Perform contract auditing and compliance checks accurately and efficiently
• Conduct digital filing, document auditing, and financial analysis (math skills required)
• Maintain detailed, organized records; ensure all paperwork is properly executed and compliant
• Provide exceptional B2B communication and support to buyer’s agents; help them
• understand Short Sale Cooperative’s processes and regulations
• Proactively problem-solve complex distressed home ownership scenarios to achieve optimal client outcomes
• Perform administrative duties, including task management, follow-ups, and occasional phone calls to banks
• Work with CRM systems (e.g., Salesforce or similar) and Adobe Acrobat to manage workflows and documents
• Navigate Windows OS confidently and efficiently
• Collaborate with internal teams in a fast-paced, high-performance office environment

Soft Skills

• Display maturity, professionalism, and exceptional intelligence in all interactions
• Exercise attention to detail, ensuring all tasks are completed with accuracy and timeliness
• Apply creative problem-solving to unique and evolving challenges
• Communicate clearly and professionally, both written (email-heavy role) and verbal
• Maintain a positive, compassionate demeanor even in high-stakes and sensitivysituations
• Neutral, American-sounding English accent and professional fluency.

Requirements

Education

• Bachelor’s degree in a relevant field preferred (highly intelligent candidates with proven experience strongly encouraged to apply)
• Equivalent of 16 years of formal English education (reading, writing, speaking)

Experience

• Minimum 3 years’ experience managing document workflows and auditing in an office environment
• Proven track record of contract auditing, underwriting support, accounting, or related field
• Experience working in real estate, mortgage, or financial services a strong plus
• Accounting skills and superior math abilities highly desirable
• Experience auditing pay statements, tax returns, and bank statements preferred