Mortgage Process Quality Lead

1 day ago

Chennai, Tamil Nadu, India beBeeQuality Full time ₹ 18,00,000 - ₹ 25,00,000

Are you a seasoned leader with a passion for quality assurance?

We are seeking an accomplished Quality Team Lead with extensive experience in BPO operations, particularly in mortgage processes. The ideal candidate will drive continuous improvement, oversee quality audits, and ensure adherence to regulatory standards.

  • Supervise a team of Quality Analysts to deliver high-quality results.
  • Conduct thorough end-to-end quality audits for mortgage-related processes such as loan origination, processing, underwriting, servicing, or foreclosure.
  • Develop and implement corrective actions (CAPA) to address identified gaps.
  • Collaborate with operations/training teams to analyze quality trends and create performance improvement plans.
  • Create, review, and update quality guidelines and checklists aligned with client expectations and compliance requirements.
  • Present quality dashboards, RCA reports, and improvement initiatives to internal and external stakeholders.
  • Act as a subject matter expert (SME) for mortgage processes and ensure compliance with applicable regulations.
  • Drive process improvement projects to enhance accuracy, reduce defects, and improve customer satisfaction.

Required Skills & Qualifications:

  • Bachelor's degree in any field.
  • Minimum 4-6 years of experience in BPO, with at least 2 years in a quality lead/supervisory role.
  • Strong understanding of quality tools and methodologies (e.g., Six Sigma, RCA, CAPA).
  • Proficient in MS Excel, PowerPoint, and reporting tools.
  • Excellent communication, coaching, and stakeholder management skills.
  • Ability to work in a fast-paced environment.

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