QAQC Mortgage Servicing Manager

About the role

The QAQC Mortgage Servicing Manager is responsible for the design, execution, and continuous improvement of the servicing QC framework to ensure regulatory compliance, operational integrity, and consistent loan quality across the full servicing lifecycle.

Responsibilities

• Lead the end-to-end Servicing QC program, including audit methodology, sampling design, and review execution
• Serve as the ACES (CAA, preferred) Subject Matter Expert, administering and optimizing QC workflows, scorecards, and reporting within the ACES platform
• Configure and maintain audit templates, compliance checkpoints, and automated QC workflows aligned with servicing requirements
• Drive standardization of QC processes across servicing portfolios and product types
• Oversee QC reviews and compliance testing across critical servicing functions: Loan boarding and data integrity, Payment processing and application, Escrow analysis and administration, Customer service and call monitoring, Loss mitigation, collections, foreclosure, and default
• Perform and oversee loan-level file audits and servicing reviews to ensure regulatory and investor compliance
• Implement risk-based sampling methodologies to ensure appropriate coverage of high-risk areas
• Establish and govern defect identification, classification, and severity frameworks
• Lead root cause analysis to identify systemic control gaps and operational breakdowns
• Drive corrective action plans (CAPs) and partner with operations for remediation execution
• Utilize ACES reporting capabilities to track: Defect trends, Repeat findings, Process breakdowns and control failures, Compliance alignment
• Audit, Exam & Issue Management: Lead QC support for internal audit reviews, regulatory examinations, investor and agency audits, manage end-to-end issue lifecycle, including escalation, tracking, remediation, and validation, ensuring audit findings are supported by clear documentation, defensible QC results, and traceable evidence
• Operational Excellence & Continuous Improvement: Drive continuous improvement initiatives using QC insights and defect trending, Partner with Servicing Operations, Compliance, and Risk (Xactus Clients) teams to enhance controls and reduce defects, Identify opportunities for automation and efficiency gains within QC processes, particularly within ACES workflows
• Training & QC Enablement: Lead training and certification programs to reinforce QC standards and regulatory requirements, Educate business partners on QC findings, emerging risks, and control expectations, Promote a culture of quality, accountability, and audit readiness

Requirements

• Bachelor’s degree in finance, business, risk, or related field required
• Minimum 8–12+ years of mortgage servicing QC, compliance, or audit experience
• 5+ years of demonstrated leadership experience managing QC or audit teams
• Deep expertise across the full servicing lifecycle (boarding through default and payoff)
• Advanced ACES Quality Management & Control® experience required
• CAA (Certified ACES Administrator) strongly preferred
• Demonstrated experience designing QC programs within ACES
• Leveraging ACES reporting for defect trending and governance
• Expertise in QC audit methodology, sampling, and testing frameworks
• Strong analytical skills with focus on defect trending and root cause identification
• Advanced reporting and dashboarding capabilities (ACES + Excel/BI tools)
• Strong executive communication and stakeholder management skills
• Ability to design scalable, technology-enabled QC programs
• Analytical & Problem-Solving Skills
• Strong attention to detail and accuracy
• Ability to identify control gaps and recommend effective solutions
• Critical thinking and sound judgment in evaluating complex servicing scenarios
• Strong organizational skills and ability to meet deadlines in a fast-paced environment
• Communication & Interpersonal Skills
• Leads with a quality-first, audit-ready mindset
• Drives data-informed decision making and operational accountability
• Acts as a trusted advisor across Compliance, Risk, and Servicing Operations
• Champions continuous improvement and control optimization
• Excellent written and verbal communication skills
• Ability to present findings and recommendations clearly to various audiences
• Collaborative mindset with the ability to work cross-functionally

Qualifications

• Education and Experience
• Skills and Competencies