
Senior Quality Manager
23 hours ago
We are seeking a highly motivated and detail-oriented individual with a strong background in quality management, preferably in BPO operations.
Key Responsibilities:
- Supervise and guide a team of analysts to ensure high-quality delivery standards.
- Oversee end-to-end 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.
- 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 dashboards, RCA reports, and improvement initiatives to stakeholders.
- Participate in calibration sessions to align expectations.
- Act as a subject matter expert for mortgage processes and ensure compliance with applicable regulations.
- 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 lead/supervisory role.
- Mortgage process experience is preferred (loan origination, servicing, etc.).
- Strong understanding of quality tools and methodologies (e.g., Six Sigma, RCA).
- Proficient in MS Excel, PowerPoint, and reporting tools.
- Excellent communication, coaching, and stakeholder management skills.
- Ability to work in a fast-paced environment.
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