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Senior Quality Analyst- US Mortgage Underwriting

3 months ago

Mumbai, Maharashtra, India Firstsource Full time
A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services.

We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines.

Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals.

Our Clientele includes Fortune 500 & FTSE 100 companies.
To know more about Firstsource please visit our website location :Mumbai

Position :
Sr. Quality Analyst- US Mortgage Underwriter

Division :

BPO
Experience : 2-4 years of experience in relevant role
Job description

The Quality Analyst is responsible for implementation and delivery of exceptional quality framework that supports consistent delivery of client metrics.

Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality
Assess sample work output from various teams for pre-defined audit monitoring as per evaluation criteria defined by business
Ascertain right coaching needs are identified by the operations team through their evaluations
Carry out calibration with stakeholders as per agreed process
Proactive management of identifying trends, producing root cause analysis and providing solutions
Develop & implement standard quality methodology to include guidelines, policies and procedures
Work with the business leaders and managers to identify gaps and implement plans to close and improve
Implement robust monitoring of internal QA and maintains an efficient performance management system
Review and present regular management information on quality measures and improvements
Meet KRAs as agreed and any that may get added due to business needs

Develop and maintain a log of the learning and ensure these are passed on to the training team to be implemented along with other best practices for all future training programs.

Review and Drive Training Needs Analysis - Pre/post training assessment for new hires and cross trained resources. Identify & close training gaps across function.

Work closely with Training team on training needs identified for colleagues and collaboratively implement plans to improve performances of bottom performers.

Actively participate in progressive disciplinary process for employees not able to meet or maintain standards of excellence
Execute strong governance plans to communicate with the internal Customers, Stakeholders and Clients to gain information, feedback and approval.
Demonstrate strong customer service ethic in the team through active communication, regular updates & meetings.

Co-ordinate with other centers to share best practices, continuous improvement of modules, delivery and ensure adherence to best practices identified in FSL.

Contact details
Padmapriya Shekar