Mortgage Quality Team Lead

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Job Summary:

The Team Leader – Mortgage Process Quality is responsible for overseeing day-to-day quality assurance activities within the mortgage process. This role involves managing a team of Quality Analysts, monitoring performance metrics, ensuring compliance with client and regulatory standards, and driving continuous improvement initiatives. The Team Leader plays a key role in maintaining high-quality service delivery and supporting operational excellence.

Key Responsibilities:

• Quality Assurance - Supervise and guide Quality Analysts in conducting audits across mortgage functions. Includes designing Quality checklists, training QA’s and analysts on quality parameters.
• Allocate audit tasks and ensure timely completion by the QA team. Conduct regular audits and reviews of loan files to identify errors, inconsistencies, and compliance gaps.
• Conduct regular feedback sessions and support skill development of team members.
• Facilitate calibration sessions with internal and client teams to ensure consistency in quality standards.
• Analyze Quality performance trends and share insights with the Quality Manager and Operations team.
• Identify gaps and implement Corrective Actions for teams or individuals not meeting KPI benchmarks.
• Escalate potential risks or non-compliance issues to the Quality Manager.
• Ensure adherence to NCCP (National Consumer Credit Protection Act), AML, and other regulatory requirements.
• Prepare daily/weekly reports on quality metrics.
• Maintain logs of escalations and RCA outcomes for reporting and learning.
• Participating in Process Improvement Projects using methodologies like Six Sigma, Lean, or Kaizen
• Drive automation and digitization initiatives to reduce manual errors and improve turnaround

Requirements:

• Graduate/Postgraduate in Finance, Commerce, or a related field.
• 3–5 years of experience in mortgage operations, with at least 2 year in a quality or 1+ year in Quality team lead role.
• Strong understanding of Australian credit policies, responsible lending guidelines, and loan origination systems.
• Good knowledge on MS-excel skills (Analysis of data and reporting dashboards).
• Ability to work in fast-paced environments and meet deadlines.

Preferred Skills:

• Certification in mortgage lending or credit assessment.
• Strong understanding of Australia, USA, or UK lending regulations is essential for this role.
• Experience with income types including PAYG, self-employed, rental, foreign income.
• Sound knowledge of credit bureaus like Equifax (AU).
• Familiarity with verification tools and fraud checks used in the Australian mortgage ecosystem.
• Proficiency in tools like MS Excel , Power point and capable of doing basic root cause analysis, framing action plans, lean and Continuous Improvement) with good communication skills.