QA Analyst (Mortgage) WAH

QA Analyst (Mortgage Program)

About the Role

We are looking for a driven detail-oriented and analytical QA Analyst to support our Mortgage this role you will play a critical part in ensuring service excellence by evaluating customer interactions driving quality compliance and influencing process improvements that directly impact customer satisfaction and business performance.

This is a high-visibility role where you will not only assess quality but also help shape the overall customer experience strategy through insights collaboration and continuous improvement initiatives.

What Youll Do

As a QA Analyst you will:

• Champion Quality Analyst by monitoring evaluating and ensuring consistent quality across customer interactions within the mortgage program.
• Drive quality performance by ensuring adherence to established processes compliance standards and service guidelines.
• Analyze trends and insights from customer interactions and operational data to identify gaps risks and improvement opportunities.
• Influence process improvements by recommending actionable strategies that enhance efficiency accuracy and customer satisfaction.
• Deliver meaningful reports to leadership with clear accurate and timely insights on performance and quality metrics.
• Strengthen stakeholder relationships by collaborating closely with operations training and client teams to align expectations and resolve recurring issues.
• Support team capability building by sharing feedback coaching insights and best practices to improve overall team performance.
• Contribute to business impact by ensuring quality initiatives directly support KPI achievement and service excellence goals.

Qualifications :

What Were Looking For

We are seeking someone who brings both analytical strength and a passion for customer experience improvement.

• At least 1 year experience in quality assurance process improvement or operations support (BPO financial/mortgage experience is an advantage).
• Strong analytical mindset with the ability to interpret data identify patterns and recommend improvements.
• Proficiency in MS Office (Excel Word PowerPoint) for reporting and analysis.
• Excellent communication skillsable to present insights clearly in both written and verbal formats.
• Ability to work in a fast-paced performance-driven environment with strong attention to detail.
• Proven ability to build trust and collaboration with peers stakeholders and leadership teams.
• A proactive solution-oriented mindset with a strong sense of ownership and accountability.

Experience in customer experience quality assurance or process transformation is highly valued.

Additional Information :

Why Join Us

• Be part of a high-impact Mortgage Program where your insights directly shape customer satisfaction.
• Work in a collaborative environment that values innovation data-driven decisions and continuous improvement.
• Gain exposure to leadership-level reporting and cross-functional initiatives.
• Opportunity to grow into senior roles within Quality Operations or Customer Experience leadership tracks.

Remote Work :

No

Employment Type :

Full-time