The Mortgage Sales Call Monitor & Quality Coach is responsible for monitoring live outbound and inbound mortgage sales calls to ensure Loan Officers and mortgage sales team members deliver a consistent, compliant, and customer-focused experience. This role serves as an independent quality resource by evaluating call performance, identifying coaching opportunities, and helping team members improve conversion rates, customer engagement, and adherence to company and regulatory standards. The Mortgage Call Quality Coach partners with sales leadership to reinforce best practices, ensure accurate mortgage-related communication, and support overall production goals.