QUALITY ASSURANCE MANAGER

General Information

Job Title: Quality Assurance Manager Status: Exempt

Department: Risk Department/Quality Team Shift: 8:30 AM – 5:00 PM PST

Reports To: VP of Risk Hours: Full Time

Salary Range: Based on experience Remote Option: Yes

Pay Method: Salaried Prepared By: Kimberley Hocking

Date Updated: July 2024

Job Description:

Quality Assurance Manager

The Quality Assurance Manager oversees the day-to-day Quality Assurance processes, including pre-funding and post-closing full loop. Prepare audit responses for senior management as well as manage all Quality Assurance reporting. Ownership of all aspects of Quality Assurance Plan; accuracy, monitoring and maintenance. Manage staff of Quality Assurance employees.

Key Job Duties/Accountabilities:

· Manage and monitor all components of QA Plan ensuring Quality Assurance requirements are met, including but not limited to timelines, reporting, process requirements.

· Oversee monthly QA processes, audits, reporting of third-party company.

· Oversee all internal QA processes.

· Vendor management responsibility of QA vendors to include performance management, service level management.

· Manage and monitor:

o Monthly audits of third-party QA Company

o Targeted audits

o Monthly/quarterly required EPD & cancelled, withdrawn, declined audits

o Vendor 10 on 10 audits

o Loan issues

o Investor delinquencies

o Branch audits/compare score audits

o Discretionary audits as needed

· Manage audit responses and work with APM Department Managers to complete full loop Quality Assurance process, including corrective action reports.

· Prepare reporting as required for FHA, Investors, Agencies as required by guidelines and QA Plan (defaults, cancelled, declined and withdrawn, etc).

· Manage all QA Department employees (remote) including but not limited to training, development and performance reviews.

· Quality Assurance Department Summaries for Risk Committee and Board of Directors.

· Quality Assurance Department Metrics and Department Planning.

· Responsible for updating Management on upcoming changes and new requirements and lead implementation when change involves QA program.

· Manage relationship with other departments to ensure efficient and effective communication and collaboration

· Perform special projects as assigned.

Knowledge and Skills

· Minimum of 5 years’ experience in managing Quality Assurance program for residential mortgage lender.

· Experience in managing a team. Remote team management experience a plus.

· FHA experience required.

· VA experience desired.

· Strong negotiation skills.

· Demonstrated knowledge of state and federal regulatory guidelines and procedures.

· Demonstrated knowledge of pre-funding and post-closing quality Assurance procedures.

· Strong analytical skills.

· Highly skilled in written communication, ability to draft compelling audit responses and report summaries.

· Attention to detail.

· Strong ability to multi-task, prioritize tasks, make decisions and work under tight deadlines.

· Advanced computer skills: Microsoft Word, Excel, Access, PowerPoint; ACT, Adobe Acrobat; Internet.

· Excellent communications skills (written and oral), with the ability to effectively communicate with all levels of management, executives and regulators.

· Must be self-motivated, adaptable, and flexible to a changing regulatory environment.

Expectations for Managers/Leadership at APM

· Commitment to APM Core Values of Respect, Transparency and Scrappy; and to APM’s Positioning Strategy

and Ownership. Be Humble, Hungry and Smart.

· Specific to general business skills:

o Excellent computer skills, interpersonal communication skills and written communication skills

o Customer Service – the ability to provide and maintain effective and positive communication. “Make our customers (Branch Managers and Loan Officers) look good.”

o Adaptability – an ability to quickly learn new or different techniques, better/faster/more efficient ways to get the work done with minimal supervision.

o Problem Solving – an ability to own or assign ownership to a problem, effectively analyze and resolve the problem, and follow through for successful results.

· Specific to overall management expectations:

o Managing employees:

§ Build and maintain an exceptional, high-performing team. Hire for Humble, Hungry and Smart.

§ Commitment to making APM a destination workplace.

§ Provide clear and actionable feedback that helps each team member get better at what they do (including meaningful praise and candid discussions about areas for improvement).

o Establish Vision and Goals for department, revisit annually:

§ Establish, with your staff, clear outcome-based goals capturing what success looks like for your team and for individual staff members and ensure that plans are in place for meeting those goals.

§ Ensure that the team can directly associate their work to the strategic goals of APM.

o Monitor for results and for areas of improvement:

§ Monitor progress against department goals on an ongoing basis.

§ Debrief work once it’s done in order to draw lessons and hold team members accountable

for results.

§ Seek out areas of improvement. Always strive for better, faster, and more efficient procedures.

o Be a Leader for your department and APM:

§ Be an exemplar of our core values throughout your work.

§ Proactively raise issues and questions, and always bring ideas or solutions.

§ Keep team members informed about APM through regular huddles.

§ Stand behind APM’s decisions and work ardently toward their realization, even if you would

have chosen a different direction.

§ Operate and advocate from the perspective of what makes sense for APM, rather than just for your own team.

Pay: $85,000-95,000 annually, depending on experience.