Quality Assurance Manager

3 hours ago

Bengaluru, Karnataka, India beBeeQuality Full time ₹ 15,00,000 - ₹ 25,00,000
**Job Title:** Quality Assurance ManagerOur team seeks a seasoned professional to oversee quality assurance initiatives and drive process improvement in mortgage-related processes.
**Job Description:As a Quality Assurance Manager, you will play a key role in ensuring high-quality delivery standards for clients. You will supervise and guide a team of quality analysts to drive process improvement and ensure adherence to client and regulatory standards.
**Key Responsibilities:**
  1. Supervise and guide a team of quality analysts to drive process improvement and ensure adherence to client and regulatory standards.
  2. Oversee end-to-end quality audits for mortgage-related processes, including loan origination, processing, underwriting, servicing, or foreclosure.
  3. Conduct regular audits, identify gaps, and implement corrective and preventive actions (CAPA) to drive continuous improvement.
  4. Analyze quality trends and collaborate with operations/training teams for performance improvement plans.
  5. Develop and maintain quality guidelines and checklists to meet client expectations and compliance requirements.
  6. Prepare and present quality dashboards, RCA reports, and improvement initiatives to internal and client stakeholders.
  7. Participate in calibration sessions to align internal and client expectations.
  8. Serve as a subject matter expert (SME) for mortgage processes and ensure compliance with applicable regulations.

**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 (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.

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