Process Improvement Specialist

3 days ago

Hubli, Karnataka, India beBeeQuality Full time ₹ 15,00,000 - ₹ 25,00,000
Job Title: Quality Team Lead

Are you a highly motivated and detail-oriented professional with a strong background in BPO operations and mortgage processes? Do you have experience in supervising quality analysts and ensuring adherence to client and regulatory standards?

We are seeking an exceptional Quality Team Lead who can drive continuous improvement, monitor process quality, and manage a team of quality analysts. As a key member of our organization, you will be responsible for overseeing end-to-end quality audits, conducting regular audits, and implementing corrective and preventive actions.

  • Key Responsibilities:
  • Supervise and guide a team of Quality Analysts to ensure high-quality delivery standards.
  • Oversee end-to-end quality audits for mortgage-related processes such as loan origination, processing, underwriting, servicing, or foreclosure.
  • Conduct regular audits, identify gaps, and ensure implementation of corrective and preventive actions (CAPA).
  • 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 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 (e.g., RESPA, TILA).
  • Drive process improvement projects to enhance accuracy, reduce defects, and improve customer satisfaction.
Required Skills & Qualifications:

Our ideal candidate should possess the following skills and 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:

The following certifications are preferred but not mandatory:

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

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