Manager, Quality Assurance – Print Communications

Role Overview

• Oversees a QA Audit team reviewing company processes for compliance with internal, regulatory, and client-specific guidelines and standards.
• Involves monitoring, developing, and coordinating the QA Audit team's efforts to ensure strong compliance, operational, and security controls.
• Stays updated on federal and state regulatory requirements, continuously improving the QA Audit team's performance.
• Manages the Quality Assurance Monitoring program.
• Oversees Investor Specific audits to ensure compliance with investor requirements, policies, and procedures.
• Targets the appropriate number of audits per module to meet Investor preferences per the Quality Assurance Plan.
• Schedules and coordinates audits to ensure that production output meets Investor and Compliance requirements.
• Facilitates quality metrics, scorecard calibration, and adherence to policies, and procedures.
• Evaluates audit results, ensuring audit information is clear, concise, and accurate.
• Reviews audit exceptions and collaborates with Customer Custom Change Management to address any issues.
• Implements new audits based on trends identified through auditing and KCI performance.
• Uses analytical skills to interpret data, identifying potential process breakdowns and their impact on business lines.
• Plans, directs, counsels, and reviews the work of QA Audit team members, ensuring adherence methodology (planning, fieldwork, reporting, documentation, project timelines, value-added recommendations, etc.).
• Assists in managing remediation/corrective action process.
• Records audit-related production results to monitor service performance trends and provides statistical reports on performance and production.
• Compiles and forwards audit reports to leadership to trend performance and identify needs for remedial or problem-specific audits.
• Performs personnel managerial duties such as goal setting and tracking, performance monitoring, training, challenging, coaching, developing, ensuring associate engagement, and other typical managerial duties.
• Performs related duties as assigned by management.

Requirements

• Bachelor's degree, preferred.
• 6-8 years quality assurance/quality control experience.
• 4+ years mortgage industry experience required.
• 2+ years’ management experience.
• Proven ability to communicate complex concepts effectively across all organizational levels and with external stakeholders.
• Strong attention to detail and an ability to multi-task, respond well to pressure and deadlines, and work well individually and in a collaborative environment.
• Extensive functional knowledge in collections and default management.
• In-depth understanding of mortgage processes with functional knowledge in collections, default management including Loss mitigation and Foreclosure processes.
• Knowledge of industry regulatory laws such as Fair Debt Collection Practices Act (FDCPA), Real Estate Settlement Procedures Act (RESPA), Unfair, Deceptive, or Abusive Acts or Practices (UDAAP), Truth in Lending Act (TILA), etc. required.
• Ability to adapt to changing conditions, display original thinking and creativity, and understand organizational strengths and weaknesses.
• Fast learner-able to assimilate new ideas and thrive in a high volume, deadline driven environment, while ensuring compliance with all investor guidelines and internal policies and procedures.
• Clearly articulate audit processes, findings, and module targets.
• Ability to prioritize and manage multiple projects simultaneously.
• Ability to collaborate with others to identify agreed upon solutions to challenging processes to mitigate risk and exposure to the company.
• Excellent verbal and written communication skills.
• Excellent conceptual, analytical, decision-making, organizational and planning skills.
• Strong Leadership, training, and mentoring skills.
• Proficiency in a Windows environment, with a working knowledge of Microsoft Office.
• Expert skills in Microsoft Excel, including the ability to utilize the following functions: V-Lookup, H-Lookup, Conditional formatting, and Formulas.
• Knowledge of Structured Query Language (SQL) programming.

Tech Stack

• SQL

Benefits

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) Retirement plan with employer match
• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
• Adoption Assistance
• Tuition & Certification reimbursement
• Employee Mortgage Loan Program
• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships
• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)
• Matching Gifts Program
• dollar-for-dollar up to $1,000
• Access to grants, nonprofit resources, and volunteer opportunities
• More than $6,000,000 donated since 2020
• 1 in 5 employees participates in at least one Employee Resource Group (ERG)