Senior Quality Team Lead - Mortgages

Job Summary:

Quality Team Lead

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:

• Bachelors 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 (Not Mandatory):

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