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Chief Mortgage Operations Specialist

3 weeks ago

Alleppey, Kerala, India beBeeMortgage Full time ₹ 15,00,000 - ₹ 25,00,000
Quality Team Lead Role">

We are looking for a highly skilled and experienced Quality Team Lead to join our team. The ideal candidate will have a strong background in BPO operations, preferably in mortgage processes.

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  • Manage and lead a team of quality analysts to ensure high-quality delivery standards.
  • Conduct end-to-end quality audits for mortgage-related processes such as loan origination, processing, underwriting, servicing, or foreclosure.
  • Identify gaps and implement corrective and preventive actions (CAPA) to improve process efficiency.
  • Collaborate with operations/training teams to develop performance improvement plans.
  • Create, review, and update quality guidelines and checklists to meet 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.
  • Ensure compliance with applicable regulations and drive process improvement projects to enhance accuracy, reduce defects, and improve customer satisfaction.
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Requirements:

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  • 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.
  • 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.
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Preferred Certifications:

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