Senior Quality Assurance Coordinator

Serve as a strategic quality partner responsible for driving continuous improvement, achieving internal and client quality targets, influencing cross-functional teams, and presenting business insights to leadership. Work closely with the Operation Manager to support process improvements, implement innovative solutions, and monitor remediation efforts.

Responsibilities

• Develop, execute, and maintain quality assurance programs, audits, and compliance initiatives to ensure adherence to client, regulatory, and internal quality standards.
• Review and validate client audit findings, communicate results, and ensure timely resolution of identified issues.
• Partner cross-functionally with Operations, Processing, Training, Best Practices, and Account Management to identify root causes, implement corrective actions, and drive sustainable process improvements.
• Analyze audit results, quality metrics, and operational performance trends to identify risks, systemic issues, and continuous improvement opportunities.
• Develop and present executive-level reports and presentations summarizing audit findings, performance trends, root cause analysis, and remediation progress.
• Create and monitor action plans to address quality deficiencies and measure the effectiveness of corrective and preventive actions.
• Provide statistical analysis and reporting on quality performance, client audit results, and key operational metrics.
• Develop tools, job aids, procedures, and quality resources that improve accuracy, consistency, and operational performance.
• Lead or support quality projects, process improvement initiatives, and cross-functional business priorities while balancing multiple deadlines.
• Facilitate internal and external calibration sessions to ensure consistent application of quality standards and audit expectations.
• Build and maintain productive relationships with clients, leadership, and cross-functional partners to support quality objectives and business goals.
• Serve as a subject matter expert by providing guidance, coaching, and recommendations that improve quality performance, strengthen controls, and enhance client experience.

Requirements

• 3+ years of training, quality assessment, or instructional design experience.
• Experience working in processing and/or insurance tracking in the mortgage industry.
• 3 years’ related quality assurance experience in any industry.
• Intermediate skill level in Microsoft Office (Excel, Word, and PowerPoint).
• Strong analytical skills.
• General knowledge of QA systems and tools.
• Detail and project oriented.
• Strong organizational and time management skills.
• Ability to handle multiple tasks simultaneously with shifting priorities and work under pressure to meet deadlines.
• Willingness to adapt to a constantly evolving product and work environment.
• Ability to work independently and communicate in a conversational manner to promote dialogue and establish rapport.
• Ability to develop relationship/partnership-building skills — listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and drive positive outcomes.
• Ability to effectively assess and diffuse difficult situations and escalate issues to appropriate leadership as needed.
• Requires obtaining an intimate knowledge of the products and services.
• Ability to deal with ambiguity and make sound decisions and recommendations with less than complete information.
• Ability to quickly develop rapport with clients and/or customers over the phone in a professional and friendly manner.
• Ability to work in a fast-paced, metric-driven environment with proficient multitasking and navigation in a Windows environment.
• High School Diploma or GED.

Preferred Skills

• 3+ years of training or instructional design experience.
• Working knowledge of SSP.

Benefits

• Competitive base salary with annual performance bonus.
• Comprehensive medical, dental, and vision coverage starting day one.
• 401(k) with a 6% company match.
• Paid time off, holidays, and a volunteer day.
• Remote work environment.
• Professional development opportunities.
• Employee wellness and mental health resources.

Pay

$23.66 - $39.06 per hour.

Working Conditions

General office demands.