Chief Process Quality Specialist

18 hours ago

Coimbatore, Tamil Nadu, India beBeeLeadership Full time ₹ 9,00,000 - ₹ 12,00,000
Quality Assurance Director

We are seeking a highly motivated and detail-oriented professional to lead our quality management team in BPO operations, with a strong background in mortgage processes. The Quality Assurance Director will be responsible for monitoring process quality, driving continuous improvement, managing a team of quality analysts, and ensuring adherence to client and regulatory standards.

  • 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 ensure implementation of 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 client stakeholders.
  • Participate in calibration sessions to align internal and client expectations.
  • 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 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.
  • 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:

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

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