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BPO Mortgage Quality Lead
3 weeks ago
We seek a detail-oriented Quality Operations Manager with expertise in mortgage processes and BPO operations.
This role entails monitoring process quality, driving continuous improvement, managing teams, and ensuring adherence to client and regulatory standards.
- Supervise and guide team members to ensure high-quality delivery.
- Oversee end-to-end quality audits for mortgage processes including loan origination, processing, underwriting, servicing, or foreclosure.
- Conduct regular audits, identify gaps, and implement corrective actions.
- Analyze quality trends and collaborate on performance improvement plans.
- Create, review, and update quality guidelines and checklists as per client expectations.
- Prepare quality dashboards and reports for internal stakeholders.
Key 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.
- Strong understanding of quality tools and methodologies (e.g., Six Sigma).
- Proficient in MS Excel, PowerPoint, and reporting tools.
- Excellent communication, coaching, and stakeholder management skills.
