Mortgage Process Quality Manager

2 days ago

Anand, Gujarat, India beBeeQualityLead Full time ₹ 10,00,000 - ₹ 15,00,000
Job Overview

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

The successful candidate will possess a Bachelor's degree in any discipline and a minimum of 4-6 years of experience in BPO, with at least 2 years in a quality lead/supervisory role. Mortgage process experience is preferred, along with a strong understanding of quality tools and methodologies.

This role requires excellent communication, coaching, and stakeholder management skills, as well as the ability to work in a fast-paced and dynamic environment.

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 implement 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 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.
  • 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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