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Quality Assurance Manager

3 weeks ago

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Overview of the Position:

We are seeking a highly motivated and detail-oriented Quality Assurance Manager with a strong background in Business Process Operations. The ideal candidate will be responsible for overseeing process quality, driving continuous improvement, managing quality analysts, and ensuring adherence to client and regulatory standards.

Key Responsibilities:
  • Leadership Role: Supervise and guide a team of Quality Analysts to ensure high-quality delivery standards.
  • Process Oversight: Oversee end-to-end quality audits for mortgage-related processes such as loan origination, processing, underwriting, servicing, or foreclosure.
  • Quality Improvement: Conduct regular audits, identify gaps, and ensure implementation of corrective and preventive actions (CAPA).
  • Performance Analysis: Analyze quality trends and collaborate with operations/training teams for performance improvement plans.
  • Quality Guidelines: Create, review, and update quality guidelines and checklists as per client expectations and compliance requirements.
  • Reporting and Presentations: Prepare and present quality dashboards, RCA reports, and improvement initiatives to internal and client stakeholders.
  • Subject Matter Expertise: Participate in calibration sessions to align internal and client expectations.
  • Process Improvement: Act as a subject matter expert (SME) for mortgage processes and ensure compliance with applicable regulations.
  • Project Management: 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.
  • Strong understanding of quality tools and methodologies.
  • 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.