Servicing QA_QC

Servicing QA_QC

Key Responsibilities:

The person responsible should have experience working in the Quality Management

Team auditing Operation processes in the US Mortgage domain.

Quality Monitoring Evaluation:

Review process guidelines, documentation, sampling methodologies and compliance

requirements to evaluate and report Line of Business quality performance.

Sampling:

Evaluate the sampling methodology to be utilized for each process. Based on the methodology

determines the sample set eligible for process audit and evaluation as per the applicable audit

frequency of daily/weekly/monthly.

Process Audits:

Conduct regular audits of loan servicing operations for Servicing Lines of businesses, to identify

errors, inconsistencies, and areas of risk.

Reporting Analysis:

Prepare detailed quality reports, track key performance indicators (KPIs), and identify trends or

recurring issues affecting team performance.

Root Cause Analysis Corrective Actions:

Investigate discrepancies and errors; collaborate with operational teams to develop corrective

action plans and evaluate process improvement opportunities

.

Training Development:

Assist in designing and delivering training sessions based on quality findings to improve team

knowledge and compliance.

Stakeholder Communication:

Liaise with external and internal operations, compliance, and management teams to

communicate quality findings and recommend best practices.

Documentation Record-Keeping:

Maintain comprehensive records of audits, quality reviews, and corrective actions for internal and

external audits on Quality Management Applications.