Senior Quality Operations Manager

3 days ago

Ghaziabad, Uttar Pradesh, India beBeeQuality Full time ₹ 12,00,000 - ₹ 25,00,000

Job Title: Senior Quality Operations Manager

We are seeking an experienced and detail-oriented Senior Quality Operations Manager to oversee the quality assurance of mortgage-related processes. The ideal candidate will have a strong background in BPO operations and excellent leadership skills.

About the Role:

  • Lead a team of quality analysts to ensure high-quality delivery standards.
  • Oversee end-to-end quality audits for 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 external expectations.
  • Ensure compliance with applicable regulations (e.g., RESPA, TILA) and 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 quality lead/supervisory role.
  • 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:

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

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