Manager – Quality – BPO (8-17 yrs)

Job Summary:

Ability to perform the Quality Check on the respective processes (LOB) with effective sampling methods to check the quality of production and identify areas of improvement.

Key Roles and Responsibilities:

– Identify the minimum quality requirements for respective process

– Perform quality check and production as per the agreed Quality check parameters requirements

– Provide constructive feedback to associates

– Work as an individual contributor with minimum support from Management

– Be proactive to take new initiative and drive it to completion

– Track and maintain feedback received from internal and external customers

– Provide Root Cause analysis on feedback received from Client

– Identify and recommend actions to minimize errors

– Utilization of sampling methods, tools and analysis techniques

– Conducting weekly calls with operations managements

– Identify process improvements and automations

– Performing quality audits to identify the gaps of other quality checking process

– Perform calibrations sessions with Client and operations team as per agreed frequency

– Work closely with Ops/Delivery team members to meet their Quality targets. When applicable, coach/mentor Ops team members on corrective & preventive action plans to meet and maintain goals/SLAs.

– Performs other duties as required by Supervisor / Management

Knowledge, Skills and Abilities:

– Knowledge of the US Mortgage Industry.

– Knowing to read various loan documents.

– In-depth knowledge of the respective process

– Should have good analytical skills and have the ability to make decisions based on the situation.

– Should be Detail oriented.

– Strong Customer Service Skills and Phone/E-mail Etiquettes.

– Experience with reporting and analysis

– Experience working in a team-oriented, collaborative environment

– Must be able to review and evaluate Borrower contact calls for loan originations

– Must be able listen and evaluate calls based on soft skills, and compliance skills

– Must be responsible for identifying risk to the process and summarize internal process breakdowns

– A significant level of accuracy and efficiency is required to maintain an accurate pipeline of assigned calls, with minimal supervision, to ensure compliance with investor guidelines and company policies and procedures

– Ability to take assignments and work independently or in team structure, and willing to tackle delegated tasks within required time frame and minimal supervision

– Ability to handle manager appeals/rebuttals, strong analytical skills and ability to multitask while maintaining a high level of attention to detail

– Ability to effectively communicate verbally and in writing, with all levels of management and other departments


– Knowledge of the US Mortgage Industry

– Understanding of QA methodologies, tools, related techniques, and ability to document

– Minimum of 4 years of work experience in US mortgage industry

– Willingness to work in Night Shifts based on Client requirement

– Willingness to work on weekends based on client requirement

– Good verbal and written communication skills are required to understand and update comments and communicate with various stake holders.


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