Senior Quality Analyst- US Mortgage Underwriting

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.To know more about Firstsource please visit our website www.firstsource.comJob location :MumbaiPosition : Sr. Quality Analyst- US Mortgage UnderwriterDivision : BPOExperience : 2-4 years of experience in relevant roleJob descriptionThe Quality Analyst is responsible for implementation and delivery of exceptional quality framework that supports consistent delivery of client metrics.Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional qualityAssess sample work output from various teams for pre-defined audit monitoring as per evaluation criteria defined by businessAscertain right coaching needs are identified by the operations team through their evaluationsCarry out calibration with stakeholders as per agreed processProactive management of identifying trends, producing root cause analysis and providing solutionsDevelop & implement standard quality methodology to include guidelines, policies and proceduresWork with the business leaders and managers to identify gaps and implement plans to close and improveImplement robust monitoring of internal QA and maintains an efficient performance management systemReview and present regular management information on quality measures and improvementsMeet KRAs as agreed and any that may get added due to business needsDevelop and maintain a log of the learning and ensure these are passed on to the training team to be implemented along with other best practices for all future training programs.Review and Drive Training Needs Analysis - Pre/post training assessment for new hires and cross trained resources. Identify & close training gaps across function.Work closely with Training team on training needs identified for colleagues and collaboratively implement plans to improve performances of bottom performers.Actively participate in progressive disciplinary process for employees not able to meet or maintain standards of excellenceExecute strong governance plans to communicate with the internal Customers, Stakeholders and Clients to gain information, feedback and approval.Demonstrate strong customer service ethic in the team through active communication, regular updates & meetings.Co-ordinate with other centers to share best practices, continuous improvement of modules, delivery and ensure adherence to best practices identified in FSL.Contact detailsPadmapriya ShekarEmail-Padmapriya.Shekar@firstsource.com PRB