Senior Mortgage Process Quality Specialist

6 days ago

Bellary, Karnataka, India beBeeQuality Full time ₹ 10,00,000 - ₹ 15,00,000

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

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

Requirements:

  • Bachelor's degree in any discipline.
  • Minimum 4-6 years of experience in BPO, with at least 2 years in a 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 environment.

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