Quality Operations Manager

1 day ago

Bengaluru, Karnataka, India beBeeMortgage Full time ₹ 10,40,000 - ₹ 21,64,000

We are seeking a detail-oriented and highly motivated professional with experience in BPO operations to fill the role of Quality Operations Manager.

The ideal candidate will have knowledge of mortgage processes, including loan origination, processing, underwriting, servicing, or foreclosure.

Key Responsibilities:

  • Supervise and guide a team of quality professionals to ensure high-quality delivery standards.
  • Oversee end-to-end quality audits for mortgage-related processes.
  • Conduct regular audits, identify gaps, and ensure implementation of 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 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 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 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.

Preferred Certifications:

  • Six Sigma Green Belt or equivalent
  • Mortgage-specific certifications (e.g., NMLS, MBA training)

Benefits:

This position offers an excellent opportunity to grow professionally and personally while making a meaningful contribution to our organization.

Others:

As a member of our team, you will be part of a collaborative and supportive environment that values continuous learning and growth.

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