Quality Control Supervisor - ( U.S Mortgage )

Job Description:

The Quality Control Supervisor is accountable oversight of the Quality Control team during the nightshift, a group which is responsible for the review and analysis of submitted appraisal reports for a portion of U.S. appraisal operations. The Quality Control Supervisor will leverage their own experience and learned techniques to ensure the Quality Control Analyst team is performing at top levels and managing workload within SLA while exceeding KPI Expectations (Quality & Speed based). The Quality Control Supervisor will also evaluate the consistency, accuracy and completeness of the work completed by the Quality Control team through weekly audits and will also support the team with side by side working sessions.

• Monitor the nightshift Quality Control team to ensure the team is productive and is following all policies and requirements.
• Notating performance, compliance, or attendance issues to the Senior Manager of Quality Control.
• Supporting the team by answering questions, escalating questions that raise uncertainty to appropriate support resources.
• Educate all Quality Control Analysts on best practices in terms of researching answers independently while and doing so real time as a support resource whenever necessary.
• Perform daily sample audits of reviewed files by function to determine if process is being followed, potential for process improvement or knowledge/performance gaps.
• Direct traffic to ensure all available resources are being utilized maximally and in a manner that keeps performance within designated SLAs.
• Capture all coaching and learning moments within specified knowledge libraries.
• Review appraisal reports for completeness, accuracy, and any errors manually or through the Intelligence platform.
• Become intimately familiar with and a subject matter expert in all core responsibilities of a Quality Control Analyst.
• Reserve 75% minimum of each shift for production.
• Promote a social environment whereby questions are asked when uncertainties surface.
• Perform additional duties as required by the Senior Manager or other leadership.

General Requirements:

• Fluency in English and excellent written and verbal communication skills. (Required)
• Proficient in Microsoft Office Suite or related software. (Required)
• Excellent organizational skills and attention to detail. (Required)
• Understanding of SaaS operating models and order management practices. (Required)
• Deep knowledge of the appraisal review or appraisal underwriting process. (Required)
• Related experience relevant to Residential Mortgage lending operations. (Required)
• Meticulous attention to detail for identifying errors and omissions. (Required)
• Experience with supervising moderately sized groups. (Required)

Education:

• Minimum Requirement: Bachelor’s degree in business, Engineering, or any related field.
• Preferred: Master’s Degree or MBA

Who you are:

• Future leader with a go-getter mentality that does constantly lives in a state of proactivity.
• Passionate individual who truly wishes to make a positive impact within a rapidly growing organization.
• A deep need to understand the why and not just the how.
• Inquisitive by nature, always asking questions to learn about the industry, process, and product.
• Always willing to roll up your sleeves and do the jobs that no one else wants to do.
• Analytical mindset with a thirst for solving unique and challenging problems.