US Mortgage Quality Testing Professional and Call Quality Monitoring

1.Skill-QTP

Work Location-Bangalore

Years of Exp-2-10yrs

Shift -Night Shift

Notice Period-Immediate-60 days

Quality Testing Oversight

• Test Plan Development & Maintenance (design, updates, and alignment with FHA, FNMA, FHLMC, VA, USDA requirements)

• Loan-Level Testing (Loss Mitigation, Foreclosure, Bankruptcy, Claims, Escrow, Mortgage Insurance, Call Quality Monitoring, Assumptions, Property Preservation etc.)

• Regulatory/Investor/OCC Consent Order Testing

• Monthly Reporting (initial findings, end-of-month roll-up, executive dashboards)

• Vendor Oversight (SourcePoint, Accenture; review accuracy, SLA adherence, calibration)

• Sampling Design & Methodology

Additional Skill

Provide independent second-line oversight of first-line servicing activities for compliance with federal/state law, investor/insurer requirements, and OCC consent order deliverables.

• Perform loan-level testing across default and non-default functions to evaluate conformance and detect deficiencies.

• Oversee vendor execution to ensure accuracy, quality, and adherence to procedures.

• Maintain standardized methodology for sampling, exception vetting, calibration, and escalation of systemic risks.

• Produce formalized reporting for senior leadership, executive committees, board committees, and regulators.

• Partner with Compliance, Legal, and Internal Audit to align coverage, support remediation, and drive process improvement.

This role candidates to work from office and Night Shift

2. Skill-CQM

Mode of Work-WFO

Years of Exp-2-10yrs

Shift -Night Shift

Notice Period-Immediate-60 days

The Quality Assurance Representative is responsible for the monitoring of phone calls for various departments to ensure compliance with federal laws, company/departmental procedures, as well as ensuring employees are providing outstanding customer service.

Essential Job Functions, roles, and responsibilities:

• Responsible for completing all assigned call monitors during each week of monitoring, meeting all assigned productivity, quality, SLA, and TAT requirements.
• Ability to monitor at least three departments for procedure, customer service, sales skills (if applicable), telephone etiquette, and compliance with any applicable federal laws.
• Use established criteria and procedures to locate, listen to, score, and publish call monitoring result

Quality Assurance Rep may be called upon to:

• Participates in design of call monitoring forms and quality standards.
• Provide trend data to management.
• Use call monitoring data to compile and track performance of agents.
• Coordinate & facilitate call calibration sessions for call centre staff.
• Prepare and Analyse internal and external quality reports for management.
• Train new QA Reps in various procedures or systems used by the QA Team.
• Perform other duties as assigned.

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