Mortgage Process Quality Specialist

14 hours ago

Mumbai, Maharashtra, India beBeeQuality Full time ₹ 14,86,600 - ₹ 18,33,300

We are seeking a highly skilled Quality Lead professional with expertise in BPO operations and mortgage processes.

Key Responsibilities:

  • Oversee the performance of quality analysts to ensure high-quality delivery standards.
  • Conduct thorough audits of end-to-end mortgage-related processes such as loan origination, processing, underwriting, servicing, or foreclosure.
  • Identify gaps and implement corrective and preventive actions (CAPA) to drive continuous improvement.
  • Collaborate with operations/training teams for performance improvement plans based on quality trends analysis.
  • Develop, 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 client stakeholders.
  • Participate in calibration sessions to align internal and client expectations.
  • Act as a subject matter expert (SME) for mortgage processes and ensure compliance with applicable regulations.
  • Lead 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 (Not Mandatory):

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

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