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5 days ago
We are seeking a highly skilled and detail-oriented professional with a strong background in business operations to lead our quality assurance team.
About the Role:The successful candidate will oversee end-to-end audits for mortgage-related processes, including loan origination, processing, underwriting, servicing, or foreclosure. They will be responsible for conducting regular audits, identifying gaps, and implementing corrective and preventive actions (CAPA) to ensure high-quality delivery standards.
- Supervise and guide a team to achieve exceptional quality results.
- Analyze quality trends and collaborate with operations/training teams to develop performance improvement plans.
- Create, review, and update quality guidelines and checklists according to client expectations and compliance requirements.
- Prepare and present quality dashboards, RCA reports, and improvement initiatives to internal and external stakeholders.
To excel in this role, you will require:
- A Bachelor's degree in any discipline.
- A minimum of 4-6 years of experience in BPO, with at least 2 years in a quality lead/supervisory position.
- Strong understanding of quality tools and methodologies, such as Six Sigma, RCA, and CAPA.
- Proficiency in MS Excel, PowerPoint, and reporting tools.
- Excellent communication, coaching, and stakeholder management skills.
This is an excellent opportunity for a motivated professional to join our team and drive process improvements that enhance accuracy, reduce defects, and improve customer satisfaction.
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