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Quality Assurance Manager
3 weeks ago
We are seeking a highly motivated and detail-oriented Quality Team Lead with a strong background in Business Process Operations.
The ideal candidate will have experience in mortgage processes and possess excellent leadership, communication, and stakeholder management skills.
Key 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 ensure implementation of corrective and preventive actions.
- 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.
- 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.
This is an exciting opportunity to join our organization and take on a leadership role in ensuring the highest quality standards are met.
If you are a motivated and detail-oriented individual with a passion for quality assurance, we encourage you to apply for this position.
