Quality Assurance SupervisorJob Type: Full-time
Reports To: EVP, Operations
Position Overview The Quality Assurance Supervisor is responsible for overseeing the quality assurance function within the mortgage operations process, ensuring loan files meet all regulatory, investor, and company standards. This role supervises Quality Assurance Coordinators, provides leadership and guidance, and ensures that all audits, reviews, and funding processes are completed accurately and efficiently. The Supervisor also drives continuous improvement initiatives to enhance quality, compliance, and operational effectiveness, while overseeing global setup, quality assurance, and the global Verification of Employment (VOE) team.
General Responsibilities- Supervise, train, and support Quality Assurance Coordinators and global VOE team members to ensure high performance, accuracy, and productivity. Review current employment by obtaining verbal Verification of Employment (VOE) for all borrowers on loan.
- Oversee global setup processes and ensure consistency and efficiency across all regions and teams.
- Manage and maintain quality assurance standards across global operations, ensuring alignment with company policies and regulatory requirements.
- Oversee the review of loan files for completeness, accuracy, and compliance with company policies, regulatory requirements, and agency guidelines.
- Monitor and ensure timely completion of Verifications of Employment (VOE), Undisclosed Debt Notifications (UDN), fraud reports, and all pre-funding quality checks.
- Ensure all underwriting conditions are properly cleared prior to loan funding.
- Oversee the loan funding process to ensure compliance with all applicable regulations and internal standards.
- Collaborate with Underwriting, Processing, and Closing teams to resolve issues and improve workflow efficiency.
- Develop, implement, and maintain quality assurance policies, procedures, and best practices.
- Provide coaching, feedback, and performance evaluations for direct reports.
- Maintain a professional and positive demeanor while representing the company, delivering exceptional customer service in all job responsibilities and interactions with both internal and external stakeholders.
- Demonstrate consistent attendance and punctuality by reporting to work regularly and on time.
- Perform additional duties as assigned to support organizational objectives.
Education and Experience- High school diploma or equivalent required; associate or bachelor's degree preferred
- Prior supervisory or leadership experience preferred
- Experience with mortgage loan systems (e.g., Encompass) preferred
Skills and Qualifications- Strong leadership and team management skills, including experience overseeing global teams
- Excellent verbal and written communication abilities
- Advanced analytical and problem-solving skills with strong attention to detail
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment
- Strong knowledge of mortgage loan processes, compliance standards, and regulatory requirements
- Proficiency in Microsoft Office (Outlook, Word, Excel) in a Windows environment
- Ability to train, mentor, and develop team members
- Strong interpersonal skills with the ability to collaborate across departments and regions
- Ability to quickly adapt to changes in policies, procedures, and industry guidelines
- Ability to read and write in English at a level necessary to understand loan file documentation.
What's In It For Me: - Access to competitively priced, high-quality health care options through Aetna, MetLife and EyeMed, along with employer-paid Short Term and Long Term disability, basic life and AD&D insurance (including employee-paid life, Legal Resources, and Aflac supplemental options)
- Plan for the future by investing in a 401(K), with up to $4K employer match, invest even more with our Health Savings Account (HSA)
- Put your family first with Flexible Spending Account (FSA) for dependent care
- 12 weeks of paid maternity leave through our Short-Term Disability Plan
- Receive well-rounded wellness benefits, including free and low-cost mental health resources and support services through our Employee Assistance Program
- Rest and relax with Paid Time Off (increases with tenure)
- Protect yourself from identity theft or travel mishaps with our no-cost coverage
- Get access to your paycheck early with an advanced pay option through Dayforce Wallet
