Quality Control Manager

Job Description

Job Description

We are looking for a Quality Control Manager to lead and strengthen the quality assurance program supporting mortgage servicing operations in the Northwest suburbs of Chicago Illinois. This role will shape review standards, evaluate borrower and client interactions, and translate findings into practical improvements that elevate service, compliance, and operational consistency. The position also works closely with leadership and cross-functional teams to identify risk patterns, support corrective action plans, and enhance the overall customer experience.

Responsibilities:

• Build, manage, and refine a quality assurance framework for customer-facing mortgage servicing functions, with a strong focus on call reviews and service consistency.

• Evaluate recorded borrower and client communications to measure professionalism, accuracy, policy adherence, and regulatory compliance.

• Create and maintain scorecards, review criteria, and testing approaches that support fair and effective quality evaluations across teams.

• Examine complaint activity, customer feedback, and performance data to uncover recurring issues, service gaps, and opportunities for improvement.

• Recommend and help implement actions that improve borrower satisfaction, strengthen first-contact resolution, and raise overall service standards.

• Work with Compliance and operational leaders to ensure monitoring practices reflect current regulatory requirements, client expectations, and emerging risk areas.

• Oversee remediation tracking by confirming that identified deficiencies are addressed and corrective actions are completed effectively.

• Prepare reporting for leadership that summarizes quality trends, key metrics, risk observations, and performance insights.

• Coach managers and team members on review outcomes and contribute to training initiatives based on quality results and operational trends.

• Partner with departments including Customer Service, Cashiering, Tax and Insurance, Loan Administration, and Investor Services to resolve escalations and improve borrower outcomes.

• 5+ years of experience in mortgage servicing, customer service operations, call center quality assurance, compliance monitoring, or a related financial services environment.
• Demonstrated background in designing or administering quality review programs, scorecards, call monitoring processes, and performance measurement tools.
• Working knowledge of mortgage servicing regulations, client requirements, and applicable state and industry compliance standards.
• Strong analytical skills with the ability to interpret quality results, complaint patterns, customer satisfaction indicators, and operational metrics.
• Experience identifying root causes, recommending corrective actions, and supporting process improvements in a regulated setting.
• Proficiency with Microsoft Office applications, including the ability to prepare reports, analyze data, and present findings clearly.
• Sound judgment and the ability to balance service expectations with compliance obligations and contractual requirements.