
Executive Quality Leader
7 days ago
Seeking an experienced Senior Quality Assurance Manager with expertise in quality audit and assurance, mortgage process knowledge, and strong leadership skills.
Key Responsibilities:
- Supervise a team of Quality Analysts to ensure high-quality delivery standards.
- Lead end-to-end quality audits for processes such as loan origination, processing, underwriting, servicing, or foreclosure.
- Conduct regular audits, identify gaps, and implement corrective actions.
- Monitor quality trends, 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 external stakeholders.
- Participate in calibration sessions to align internal and client expectations.
- Act as a subject matter expert (SME) for mortgage processes and ensure regulatory compliance.
- 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 dynamic environment.
Preferred Certifications:
- Six Sigma Green Belt or equivalent
- Mortgage-specific certifications
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