Sr. Quality Analyst - US Residential Mortgage Underwriting

As a Sr. Quality Analyst in US Residential Mortgage Underwriting at Firstsource Solutions, you will play a crucial role in ensuring the quality of underwriting processes for US mortgages. You will have the opportunity to work with a range of leading brands across Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance verticals. **Key Responsibilities:** - Monitor agents to identify errors, deviations & initiate corrective measures. - Provide actionable data to various internal support groups as needed. - Generate account specific QA reports based upon predefined contractual criteria and provide inputs. - Create & maintain timely & accurate QA database. - Conduct feedback sessions with Agents. - Participate in the design of call monitoring formats and quality standards. - Compile and track performance at team and individual levels. - Participate in customer and client listening programs to identify customer needs and expectations. - Coordinate and facilitate call calibration sessions for call center staff. - Provide feedback to call center team leaders and managers. - Prepare and analyze internal and external quality reports for management staff review. **Qualifications Required:** - Good written and verbal communication skills & team management skills. - Familiarity with the DMAIC Approach. - Overview of Internal Audit procedure. - Familiarity with COPC compliance requirements. - Good knowledge of spreadsheets and graphs, ability to create and present Power Point presentations. - Follow and ensure compliance with the Information Security Policy Statement, the Acceptable Use Policy, and the Information Classification Policy. - Abide and check conformance by team members to the Dos and Don'ts explained during the security briefings / announcements. In this role, you will need to have at least 2-4 years of experience in Quality - Underwriting US Mortgage. Any Graduate is eligible to apply for this position. If you are looking to join a dynamic team and contribute to the success of leading brands, this role at Firstsource Solutions in Bangalore/Hyderabad could be the perfect fit for you. Contact Padmapriya Shekar at padmapriya.shekar1@firstsource.com to explore this opportunity further.,