
Lead Quality Improvement Specialist
4 days ago
We are seeking a highly motivated and detail-oriented Quality Manager with a strong background in process improvement and quality assurance. The Quality Manager will be responsible for driving continuous improvement, managing teams, and ensuring adherence to client and regulatory standards.
Key Responsibilities:
- Spearhead end-to-end process audits for mortgage-related processes such as loan origination, processing, underwriting, servicing, or foreclosure.
- Analyze quality trends and collaborate with operations/training teams for performance enhancement 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 stakeholder groups.
- Act as a subject matter expert (SME) for mortgage processes and ensure compliance with applicable regulations (e.g., RESPA, TILA).
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 management/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 and dynamic environment.
Preferred Certifications (Not Mandatory):
- Six Sigma Green Belt or equivalent
- Mortgage-specific certifications (e.g., NMLS)
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