Manager, Quality Assurance

This is a fully remote position, open to applicants in Arizona, +22 more states.

📋 Description

• Lead, mentor, and develop QA professionals engaged in pre-close and post-close loan assessments

• Set performance expectations, conduct individual meetings, and offer constructive feedback

• Address performance issues, set expectations, and create improvement plans

• Identify training needs and facilitate training, calibration, mentoring, and professional development

• Promote employee engagement, retention, succession planning, and readiness for increased responsibilities

• Supervise quality assurance reviews throughout the entire loan origination process

• Ensure that reviews are accurate, consistently evaluated, timely, supported by evidence, and adhere to service levels

• Monitor removal rates, investor findings, repeat findings, and program-level metrics

• Conduct calibration and targeted review-validation sessions

• Identify risks related to policy, procedures, compliance, regulations, documentation, and investors

• Escalate systemic or emerging risks and monitor corrective actions

• Manage queues, assignments, priorities, reassignments, and team capacity

• Track volume, aging, turnaround times, workload distribution, bottlenecks, and service-level risks

• Develop streamlined workflows across QA systems and tools

• Maintain audit-ready documentation of reviews, findings, disputes, decisions, and remediation actions

• Lead weekly cross-functional meetings to discuss findings, trends, recurring issues, and remediation efforts

• Act as the escalation point for disputed findings, reassignments, and QA inquiries

• Evaluate disputes and facilitate timely and well-supported decision-making

• Collaborate with Origination, Underwriting, Operations, Compliance, Credit Risk, Technology, and other stakeholders

• Convert QA data into actionable insights for managers and senior leadership

• Interpret policies, procedures, system requirements, regulations, and investor guidelines

• Research various platforms and data sources to validate evidence and resolve discrepancies

• Stay informed about policy, product, system, regulatory, and investor changes, and integrate these into QA practices and training

• Analyze trends and root causes to uncover risks, inefficiencies, training gaps, automation opportunities, and control enhancements

• Implement improvements to minimize repeat findings, enhance outcomes, and increase throughput

• Define success metrics and assess improvement outcomes

• Contribute to QA planning, departmental objectives, and broader Risk initiatives

• Guide the team through changes in policies, processes, systems, priorities, and workloads

⛳️ Requirements

• 7+ years of progressive experience in mortgage, consumer lending, manufactured housing lending, loan operations, underwriting, quality assurance, quality control, compliance, or related financial services

• 3+ years of direct experience in people management, including coaching, performance management, training, workload planning, and employee development

• Proven expertise in the complete loan origination lifecycle

• Ability to assess entire loan files

• Strong preference for experience overseeing pre-close and post-close quality reviews

• Capability to interpret and apply policies, procedures, regulations, and investor requirements in complex or ambiguous situations

• Strong investigative and research abilities

• Proficiency in navigating multiple systems, reconciling conflicting information, and documenting supportable conclusions

• Aptitude for managing disputes and escalations with objectivity

• Strong analytical skills with experience utilizing findings, operational metrics, and trend data to identify root causes and implement measurable improvements

• Excellent written and verbal communication, facilitation, organization, and judgment skills

• Ability to proactively and independently operate in a fast-paced, highly ambiguous environment

• Preference for experience in manufactured housing or specialty finance

• Must reside in Arizona, Connecticut, Florida, Georgia, Illinois, Indiana, Louisiana, Maryland, Michigan, Missouri, Montana, Nebraska, Nevada, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, or Wisconsin

• Employment eligibility will be verified through E-Verify

🏝️ Benefits

• Potential annual bonuses and variable compensation

• Equity ownership in the company

• Remote work from home in a remote-first environment

• Comprehensive medical, dental, and vision insurance

• Company-subsidized STD, LTD, and life insurance for employees and their families

• Medical and dependent care Flexible Spending Accounts (FSAs)

• Support for training and licensing

• Generous paid time off policy

• Wellbeing resources including Headspace, Gympass+, Fetch, Spring Health, SoFi, Perkspot, and Ladder via Sequoia Wellbeing Programs

• Paid parental leave

• Designated No Meeting Wednesdays

• Engaging remote Slack community

• Opportunities for career advancement and promotion from within

• Collaborative and supportive work culture

• Commitment to diversity and inclusion

• Access to guidance, mentorship, and leadership support