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Business Title: Manager, Quality AssuranceDepartment: Outsourced Mortgage Tracking OperationsManager: VP, Director of Process Efficiency & Quality AssuranceGeneral Description (SUMMARY, Scope, Purpose)Responsible for the management of the Quality Assurance department assuring consistent quality of production through the established quality assurance program and continual evolution of the program. Possess overall knowledge of the Mortgage Tracking Operation, policy processing, condo, escrow and flood processes, and customer service standards.ESSENTIAL DUTIES AND RESPONSIBILITIES
Validate users’ work, track defects, provide feedback to users and managers, perform defect analysis, and identify process improvements and/or training gaps.
Manage a team of Quality Assurance Analyst, Team Lead, Policy Processors, and Supervisor.
Manage department workflows ensuring that service commitments are met.
Ensure monthly QA departmental reporting packages are published in a timely manner.
Ensure monthly operational employee report cards are completed and published by established due dates.
Maintain and develop Quality Assurance procedures, training materials, templates, and tools.
Facilitate or conduct User Acceptance Testing (UAT) as needed.
Conduct training, coaching, and development of new hires and existing employees.
Conduct employee one-on-one meetings and annual reviews, department huddles, and team meetings as needed.
Maintain a working knowledge and grow expertise of the QA Database.
Partner with operational teams to identify, develop, and implement best practice standards and procedures.
Participate in projects as a subject matter expert as needed.
Provide feedback to management on process, performance, productivity, and service standards improvement opportunities.
Ensure the quality assurance program evolves to accommodate business needs.
Motivate team members through “leading by example”, coaching, and mentoring in conjunction with Director of Quality Assurance.
The essential duties contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned by management, including work in other functional areas to cover absences, equalize peak work periods or otherwise to balance the workload.MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
CPI mortgage tracking experience strongly preferred, including flood and GSE/private investors.
Demonstrated ability to self-manage and self-motivate.
Demonstrated problem solving and analytical skills.
Ability to supervisor and lead others
Ability to work in fast-paced, multi-tasking environment.
Licensing or certification RequirementsNone required.PHYSICAL DEMANDSThe physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.QUALIFICATIONSTo perform this job successfully, the incumbent must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These qualifications are considered without regard to race, religion, color, sex, national origin, disability, or any other characteristic protected by federal, state, and local law. If this position requires licensing or certification, the incumbent must maintain that license or certification by meeting all continuing education and other requirements.#LI-KP1Department Account Management & ServiceRequired Experience: 2-5 years of relevant experienceRequired Travel: NegligibleRequired Education: High school or equivalentHUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations. The EEO is the Law poster and its supplement is available here athttp://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm.EEOAA PolicyE-Verify ProgramWe endeavor to make this website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the US Recruiting Team toll-free at (844) 300-9193 orUSRecruiting@hubinternational.com. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.Hi, we’re HUB.In a rapidly changing world, we advise businesses and individuals on how to prepare for the unexpected.When you partner with us, you're at the center of a vast network of experts who will help you reach your goals through risk services, claims management, and compliance support.And this gives you the peace of mind that what matters most to you will be protected — through unrelenting advocacy and tailored insurance solutions that put you in control.About HUB InternationalHeadquartered in Chicago, Illinois, HUB International Limited (HUB) is a leading full-service global insurance broker providing property and casualty, life and health, employee benefits, investment and risk management products and services. From offices located throughout North America, HUB’s vast network of specialists provides peace of mind on what matters most by protecting clients through unrelenting advocacy and tailored insurance solutions. For more information, please visit hubinternational.com.
