Customer Response Quality Manager

Job Summary

Leading a team in a remote capacity, the full-time Customer Response Quality Manager will oversee the review of borrower complaint responses, ensuring accuracy and compliance while driving continuous improvement through analytics and cross-functional collaboration.

Key responsibilities

• Manage and develop a team focused on reviewing borrower complaint responses and enhancing quality standards
• Oversee the validation of complaint responses, ensuring alignment with documentation and service levels
• Monitor complaint resolution activities and provide actionable insights through reporting and analytics

Required qualifications

• High School Diploma or equivalent required
• 5+ years of experience in quality assurance within mortgage servicing
• 5+ years of supervisory or management experience
• Experience in root cause analytics and knowledge of applicable state/federal laws
• Proficiency in Microsoft Office applications