Quality Control Manager

The salary range for this position is $80,000 - $85,000 plus bonus, and it comes with benefits, including medical, vision, dental, life, and disability insurance. To apply to this hybrid role please send your resume to .

The #1 thing on everyone's mind right now: ‘Where can I find a fresh start?’. NOTE: This position is a career-fast-track opportunity. Whoever fills this role is expected to be promoted quickly.

Job Description:

•Develop, administer, and continuously improve the call monitoring and quality assurance program.

•Review recorded customer and client interactions to assess service quality, professionalism, accuracy, compliance, and adherence to company standards.

•Develop, maintain, and periodically update quality scorecards, evaluation criteria, and testing methodologies for customer-facing teams.

•Analyze customer experience trends, borrower feedback, complaint data, and quality review findings to identify opportunities for service improvements.

•Develop recommendations that enhance customer satisfaction, first-call resolution, and overall service quality.

•Monitor borrower complaints, escalation trends, and customer dissatisfaction indicators to identify root causes and recommend corrective actions.

•Monitor customer interactions for compliance with CFPB servicing regulations, RESPA, FDCPA, FCRA, UDAAP, SCRA, and applicable client requirements.

•Partner with Compliance to ensure quality reviews align with regulatory expectations and emerging risks.

•Track remediation efforts and validate corrective actions to ensure deficiencies are effectively addressed.

•Prepare and present quality assurance reports, trend analyses, risk assessments, and performance metrics to management and executive leadership.

Requirements & Qualifications:

•Experience in mortgage servicing, customer service operations, call center quality assurance, compliance monitoring, or related financial services functions.

•Demonstrate knowledge of quality assurance testing methodologies preferred

•Working knowledge of mortgage servicing regulations including RESPA, CFPB servicing requirements, UDAAP, FDCPA, FCRA, SCRA, and applicable state regulations.

•Experience designing and administering quality assurance testing programs, quality scorecards, call monitoring frameworks, and performance measurement systems.

•Strong analytical capabilities with experience interpreting quality metrics, customer satisfaction data, complaint trends, and operational performance indicators.

•Proficiently and effectively present written information and respond to questions from groups of managers, clients, customers, and the general public.

•Thorough knowledge of and comfort with the Microsoft Office Suite applications

•Strong comfort level with technology, including ability to adapt to new systems quickly and easily.

•Thorough knowledge of and comfort with the Microsoft office suite applications.

To apply to this hybrid role please send your resume to .

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