Manager - Quality Assurance - International BPO/KPO

Our client is a financial services holding company which, through their subsidiaries, is one of the largest mortgage companies in the United States. Their primary business is mortgage loan servicing and origination.

Responsibilities include:

- Experience in US Mortgage mandatory.

- Manage the budget for the Quality Assurance department.

- Design and implement a comprehensive Quality Assurance program to meet the requirements of all agencies and regulatory bodies involved with US Mortgage Lending and Servicing businesses (Property Valuation, Origination Underwriting, Property Preservation/ Inspection, Real Estate Management, Default Management, Loss Mitigation, Title Insurance and Services, etc).

- Work with internal Legal/ Compliance staff to ensure that all business processes are compliant with all state and federal regulations.

- Interpret regulatory requirements and investor guidelines and develop Quality Assurance programs for all LOBs. Also, build a tracking/ reporting mechanism to periodically communicate results/ opportunities identified.

- Periodically evaluate all business processes for risk/ gaps and determine scope and frequency of testing in these processes. Also, establish minimum quality standards based on inherent risks in the process.

- Implement strong feedback loop between Training, Business Unit, Compliance and Quality Assurance groups to ensure staff and management are aware of results and areas for improvement.

- Work closely with the Operational Excellence group to lead process improvement initiatives which exhibit significant savings across the organization. Complete a specific number of planned process improvement initiatives for the year.

- Manage a global workforce (onshore and offshore) of QA staff performing audits for multiple LOBs.

- Establish processes and Standard Operating Procedures that will help develop the QA staff into Subject Matter Experts on all federal/ state laws and business policy and procedures.

- Build a repository of business/ process guidelines and fraud trends to be used as a reference tool for others within the organization.

- Effectively communicate with all levels of staff and management within the organization.

Key Result Areas:

- Manage QA staff across geographies.

- Improve customer satisfaction and quality scores for all LOBs.

- Improve efficiency and effectiveness of staff throughout the servicing functions.

- Lead and successfully execute process improvement projects across the organization.

Qualification:

- Minimum of 10 years of experience, including a minimum of 5 years managing either Quality Assurance or Process Improvement teams. Strong background in default management preferred

- Six Sigma or Lean certification is preferred.

- Excellent verbal and written communication skills and a passion for providing excellent customer service.

- Strong Analytical Skills, High attention to detail, Ability to multi task in a fast paced and high risk environment.

- MBA from a top business school desired

Do reach out to me on +91 9819585855