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Senior Quality Assurance Specialist

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Malappuram, Kerala, India beBeeMortgage Full time ₹ 9,00,000 - ₹ 12,00,000
Quality Assurance Manager

We are seeking an experienced and detail-oriented Quality Assurance Manager with a strong background in Business Process Optimization (BPO) operations and mortgage processes. The selected candidate will be responsible for overseeing process quality, driving continuous improvement, managing a team of quality analysts, and ensuring adherence to client and regulatory standards.

  • Lead 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 (CAPA).
  • Analyze quality trends and collaborate with operations/training teams for performance improvement plans.
  • Develop and maintain quality guidelines and checklists as per 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 client expectations.
  • Serve as a subject matter expert (SME) for mortgage processes and ensure compliance with applicable regulations (e.g., RESPA, TILA).
  • 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 management role.
  • Mortgage process experience is preferred (loan origination, servicing, etc.).
  • Strong understanding of quality tools and methodologies (e.g., Six Sigma, RCA, CAPA).
  • 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.

Preferred Certifications (Not Mandatory):

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