Lead Mortgage Process Quality Specialist

2 days ago

Tiruppur, Tamil Nadu, India beBeeMortgage Full time ₹ 12,00,000 - ₹ 14,00,000
Quality Assurance Manager Position

We are seeking a highly skilled and results-driven Quality Assurance Manager to lead our quality assurance team. The successful candidate will be responsible for monitoring process quality, driving continuous improvement, and ensuring adherence to client and regulatory standards.

Main Responsibilities:

  • Supervise and guide a team of quality analysts to ensure high-quality delivery standards.
  • Oversee end-to-end quality audits for mortgage-related processes such as loan origination, processing, underwriting, servicing, or foreclosure.
  • Conduct regular audits, identify gaps, and implement corrective and preventive actions (CAPA).
  • Analyze quality trends and collaborate with operations/training teams for performance improvement plans.
  • Create, review, and update quality guidelines and checklists as per client expectations and compliance requirements.
  • Prepare and present quality dashboards, RCA reports, and improvement initiatives to internal and external stakeholders.
  • Participate in calibration sessions to align internal and external expectations.
  • Act as a subject matter expert (SME) for mortgage processes and ensure compliance with applicable regulations (e.g., RESPA, TILA).
  • Drive process improvement projects to enhance accuracy, reduce defects, and improve customer satisfaction.

Required Skills & Qualifications:

  • Bachelor's degree in any discipline.
  • Minimum 4-6 years of experience in BPO, with at least 2 years in a quality lead/supervisory role.
  • Mortgage process experience is preferred (loan origination, servicing, etc.).
  • 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 and dynamic environment.

Preferred Certifications (Not Mandatory):

  • Six Sigma Green Belt or equivalent
  • Mortgage-specific certifications (e.g., NMLS, MBA training)

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