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Quality Assurance Manager
2 weeks ago
We are seeking a highly motivated and detail-oriented Quality Assurance Manager with a strong background in Business Process Outsourcing (BPO) operations and preferably in mortgage processes.
The Quality Assurance Manager will be responsible for monitoring process quality, driving continuous improvement, managing quality analysts, and ensuring adherence to client and regulatory standards.
- 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 ensure implementation of corrective and preventive actions (CAPA).
- 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 (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.
- 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 (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.
- Six Sigma Green Belt or equivalent
- Mortgage-specific certifications (e.g., NMLS, MBA training)
