Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact.

Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

Primary Function

The Manager - Quality Assurance oversees a QA Audit team reviewing company processes for compliance with internal, regulatory, and client-specific guidelines and standards. The role involves monitoring, developing, and coordinating the QA Audit team's efforts to ensure strong compliance, operational, and security controls. The Manager also stays updated on federal and state regulatory requirements, continuously improving the QA Audit team's performance.

Principal Duties:

• Manages the Quality Assurance Monitoring program.
• Oversees Investor Specific audits to ensure compliance with investor requirements, policies, and procedures
• Targets the appropriate number of audits per module to meet Investor preferences per the Quality Assurance Plan.
• Schedules and coordinates audits to ensure that production output meets Investor and Compliance requirements.
• Facilitates quality metrics, scorecard calibration, and adherence to  policies, and procedures 
• Evaluates audit results, ensuring audit information is clear, concise, and accurate.
• Reviews audit exceptions and collaborates with Customer Custom Change Management to address any issues.
• Implements new audits based on trends identified through auditing and KCI performance.
• Uses analytical skills to interpret data, identifying potential process breakdowns and their impact on business lines.
• Plans, directs, counsels, and reviews the work of QA Audit team members, ensuring adherence  methodology (planning, fieldwork, reporting, documentation, project timelines, value-added recommendations, etc.).
• Assists in managing remediation/corrective action process.
• Records audit-related production results to monitor service performance trends and provides statistical reports on performance and production.
• Compiles and forwards audit reports to leadership to trend performance and identify needs for remedial or problem-specific audits.
• Performs personnel managerial duties such as goal setting and tracking, performance monitoring, training, challenging, coaching, developing, ensuring associate engagement, and other typical managerial duties.
• Performs related duties as assigned by management.

*These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in-person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked (*) as essential on-site may still require partial on-site work to perform the role satisfactorily.

Education and Experience

• Bachelor's degree, preferred.
• 6-8 years quality assurance/quality control experience.
• 4+ years mortgage industry experience required.
• 2+ years’ management experience.

Knowledge, Skills, and Abilities

• Proven ability to communicate complex concepts effectively across all organizational levels and with external stakeholders.
• Strong attention to detail and an ability to multi-task, respond well to pressure and deadlines, and work well individually and in a collaborative environment.
• Extensive functional knowledge in collections and default management.
• In-depth understanding of mortgage processes with functional knowledge in collections, default management including Loss mitigation and Foreclosure processes.
• Knowledge of industry regulatory laws such as Fair Debt Collection Practices Act (FDCPA), Real Estate Settlement Procedures Act (RESPA), Unfair, Deceptive, or Abusive Acts or Practices (UDAAP), Truth in Lending Act (TILA), etc. required
• Ability to adapt to changing conditions, display original thinking and creativity, and understand organizational strengths and weaknesses.
• Fast learner-able to assimilate new ideas and thrive in a high volume, deadline driven environment, while ensuring compliance with all investor guidelines and internal policies and procedures
• Clearly articulate audit processes, findings, and modu