Quality Assurance Coordinator (On-site)

Primary Function

The Quality Assurance Coordinator will direct the evolution, testing, and continuous refinement of the Newrez/Shellpoint letter library. This individual will form partnerships with internal stakeholders to review and ensure the precision, clarity, and brevity of the letter content. The role involves proactive testing to identify potential issues with letter content and criteria, collaborating with various departments within the organization.

Principal Duties

• Collaborate with IT, business unit leaders, and external vendors to ensure a high level of quality of business-critical statement and letter products, aligning with compliance, legal, regulatory, client, and strategic needs.
• Regularly perform focused quality assurance reviews of business letters.
• Consult with or provide expert advice to management of various lines of business when creating new letters, notices, and statements. This mainly applies to providing guidance on letter trigger and exclusionary criteria, which would determine when important business letters are sent.
• Collaborate with Compliance, Legal, Bankruptcy, and other departments to create and review statements, letters, and notices for quality and compliance in accordance with applicable federal, state, and local law, any applicable regulatory body, investor guidelines, company policy, and borrower experience standards.
• Collaborate with print vendors to ensure letters are programmed timely and accurately, establish test plans, conduct proper testing and release to production. In some cases, the Quality Assurance Coordinator has authorization to deviate from some of the established procedures (e.g., bypassing certain steps of the letter production process may be required in order to meet a regulatory deadline and ensure that notices are sent timely.)
• Manage letter change documentation, ensuring all necessary approvals and process steps are documented by responsible parties.
• Manage offshore team's performance related to quality review and test tasks.
• Respond to remediation requests and oversee its resolution. Respond to remediation plans initiated by internal quality control teams as well as third parties such as investors and regulatory bodies. Responsible for the investigation and the resolution of letter related issues.
• Address internal and external quality assurance and audit inquiries.
• Partner with Print Production management, Compliance, Legal, and other relevant departments to determine root causes, propose solutions, and develop remediation activities for identified issues.
• Create QC and UAT test scenarios, perform tests, record results.
• Engage with all enterprise groups to identify root causes for issues, provide suggested solutions, and drive those solutions to completion.
• Champion quality-oriented strategies, creating, designing, and implementing quality related policies.
• EFFECTIVELY communicate and present ideas and findings to a diverse audience, including operations staff, senior management, and third-party clients.
• Oversee special projects related to quality assurance, audit, QA/QC, and remediation.
• Oversee the periodic letter recertification process.

Education and Experience

• High school diploma or equivalent, required.
• Bachelor's Degree, preferred.
• 2-4 years quality control experience required.
• 3+ years mortgage experience, preferred.
• Prior experience managing employees in an analytics-based environment or project management is a plus.

Knowledge, Skills, And Abilities

• Ability to write and format professional business letters.
• Project management skills.
• Excellent written communication skills (grammar, spelling, and punctuation).
• Knowledge of SharePoint.
• Advanced knowledge of Microsoft Excel and Word.
• Ability to effectively and professionally communicate with frontline associates, management, executives, clients, and investors.
• Impeccable organizational skills and attention to detail.
• Strong research ability, understanding complex, multi-level, multi-source information.
• Self-motivated, self-starter with the ability to work independently with little to no supervision.
• Excellent follow-up skills, and the ability to meet strict deadlines while maintaining highest quality performance.
• Ability to work outside of normal business hours.