Senior Quality Assurance Coordinator

Title  

Senior Quality Assurance Coordinator

 
Overview of Position  

The Sr. Quality Assurance Coordinator will serve as a strategic quality partner responsible for driving continuous improvement, achieving internal and client quality targets, influencing cross-functional teams, and presenting business insights to leadership. Will also work closely with the Operation Manager to support process improvements, implement innovative solutions, and monitor remediation efforts.
  

What makes us different? 

• Competitive base salary with annual performance bonus

• Comprehensive medical, dental, and vision coverage starting day one

• 401(k) with a 6% company match

• Paid time off, holidays, and a volunteer day

• Remote work environment

• Professional development opportunities

• Employee wellness and mental health resources

What will be my duties and responsibilities in this job?  

• Develop, execute, and maintain quality assurance programs, audits, and compliance initiatives to ensure adherence to client, regulatory, and internal quality standards.

• Review and validate client audit findings, communicate results, and ensure timely resolution of identified issues.

• Partner cross-functionally with Operations, Processing, Training, Best Practices, and Account Management to identify root causes, implement corrective actions, and drive sustainable process improvements.

• Analyze audit results, quality metrics, and operational performance trends to identify risks, systemic issues, and continuous improvement opportunities.

• Develop and present executive-level reports and presentations summarizing audit findings, performance trends, root cause analysis, and remediation progress.

• Create and monitor action plans to address quality deficiencies and measure the effectiveness of corrective and preventive actions.

• Provide statistical analysis and reporting on quality performance, client audit results, and key operational metrics.

• Develop tools, job aids, procedures, and quality resources that improve accuracy, consistency, and operational performance.

• Lead or support quality projects, process improvement initiatives, and cross-functional business priorities while balancing multiple deadlines. facilitate internal and external calibration sessions to ensure consistent application of quality standards and audit expectations.

• Build and maintain productive relationships with clients, leadership, and cross-functional partners to support quality objectives and business goals.

• Serve as a subject matter expert by providing guidance, coaching, and recommendations that improve quality performance, strengthen controls, and enhance client experience.

  
What are the requirements needed for this position?  

• Requires 3 + years of training, quality assessment or instructional design experience.

• Experience working in processing and/or insurance tracking in the mortgage industry.

• 3 years’ related quality assurance in any industry

• Intermediate skill level in Microsoft Office (Excel, Word, and PowerPoint)

• Strong analytical skills

• General knowledge of QA systems and tools

• Detail and project oriented

• Displays strong organizational and time management skills

• Ability to handle multiple tasks simultaneously with priorities and work under pressure to meet deadlines.

• Willingness to adapt to a constantly evolving product and work environment.

• Ability to work independently and communicate in a conversational manner promotes dialogue and establishes rapport.

• Ability to develop relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and drive positive outcomes.

• Ability to effectively assess and diffuse difficult situations and then escalate issues to appropriate leadership as needed.

• Success requires obtaining an intimate knowledge in the products and services.

• Requires the ability to deal with ambiguity and the corresponding ability to quickly provide sound decisions and recommendations with less than complete information.

• Ability to quickly develop rapport with clients and/or customers over the phone in a professional and friendly manner.

• Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a Windows environment.  

• High School Diploma or GED

What other skills/experience