Manager of Quality Excellence

This is a fully remote position, open to applicants in Alabama, +45 more states.

📋 Description

• Oversee the design, implementation, and evolution of First American NCS's enterprise Quality Management System.

• Develop and execute quality metrics to enhance operational performance, manage defects, improve customer experiences, and ensure compliance.

• Create a composite quality score and apply it to at least one major title workflow within the first year.

• Assess the financial impact of poor quality using validated operational data.

• Achieve 2–3 measurable process enhancements in the first year.

• Establish a reporting schedule and governance framework to integrate quality data into senior leadership decision-making.

• Formulate a multi-year maturity roadmap transitioning from internal measurement to client-facing quality transparency.

• Work in conjunction with data engineering and technology teams to source, standardize, and automate large-scale quality data collection.

• Present findings and strategic recommendations to executive stakeholders.

• Report directly to the VP of Strategic Operations while collaborating across underwriting, closing, IT/data, and sales functions.

⛳️ Requirements

• 3–5 years of progressive experience in quality management, operational excellence, or continuous improvement within title insurance, mortgage, banking, payments, or a similar regulated industry.

• Demonstrated ability to establish and lead a new program or function from inception to execution and organizational acceptance.

• Proven history of driving continuous improvements that have decreased defect rates, minimized rework, or shortened cycle time while enhancing customer outcomes.

• Experience in designing and implementing quality frameworks, scorecards, or composite performance metrics.

• Familiarity with Six Sigma, Lean, TQM, or similar quality methodologies applied in operational environments.

• Capability to introduce new frameworks and tools within complex and evolving settings.

• Proficient in fostering cross-functional alignment and gaining support from senior leaders across different business areas.

• Skilled in navigating competing organizational priorities and achieving results through influence and persuasion.

• Possess executive presence and sound diplomatic judgment.

• Excellent communication skills focused on outcomes and business impact.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k)

• PTO/paid sick leave

• Employee stock purchase plan

• Inclusive workplace and People First culture

• Equal opportunity employment