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VP, Quality Assurance

Chicago, IL, USA | Fay Servicing, LLC

  • Industry:
    Financial Services
  • Position Type:
  • Functions:
    General Management
    Quality Assurance
  • Experience:
    3-5 years
Job Description:
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Come join us on our journey to serve our customers and be the leader in our industry!We are currently looking for an VP of Quality Assurance to join our team.


The primary function of the Vice President (VP) of Quality Assurance (QA) is to oversee day to day operations within the Quality Assurance Department. This includes but is not limited to supervising the people and/or processes related to quality assurance while meeting service level expectations at the individual, team, department and company level.You will ensure the staff of QA Analysts review and report the adherence to company procedures, policies and directives regarding mortgage loan servicing. You will also oversee and coordinate QA efforts, including revised scorecards, sampling, reporting results, and following up on remediation.


What you will do for Fay:


Create, edit, and manage QA Scorecards as they pertain to compliance and procedural reviews (including but not limited to loss mitigation, collections, customer service, statements, documents, escrow, bankruptcy, payment processing, boarding and foreclosure)

Manage AVP’s and/or QA Specialists and/or perform QA reviews to ensure quality and quantity samples are fulfilled timely and accurately

Create/Track reporting in Excel to ensure efficiency in analysis of samples

Create and oversee strategy for Quality Assurance and serve as the liaison to ensure procedures, policies and training is identified and implemented per compliance and company initiatives within all servicing departments

Work as part of the “first line of defense” with Quality Control, Issues Management, and Internal Audit to identify issues, root cause, remediation plans, and tracking

Create proposals and recommendations for the development and enhancement of the QA program, including researching and recommending the implementation of best practices

Create Power Point presentations monthly and present results

Attend and present in interdepartmental meetings as they pertain to QA

Assess, prioritize and respond to all specialized QA team requests

Maintain subject matter expertise in mortgage servicing

Oversee the hiring, scheduling, training, and performance of direct reports

Assigns workloads to staff, while ensuring compliance with service level agreements

What you will bring to Fay:


4+ years mortgage servicing or banking experience

4+ years of experience in service quality evaluation and/or improvement experience required; previous previous audit research experience required

2+ years of leadership/supervisor experience required

Strong working knowledge MSP, collections, customer service, loss mitigation, escrows, bankruptcy, payment processing, boarding and foreclosure

Ability to create effective reporting and communicate results to multiple audiences with actionable recommendations

Previous experience performing audits and/or responding to audit requests

Previous experience with managing projects, creating project plans, and managing to deadlines

Strong written and verbal skills; ability to create and present presentations to senior management

Ability to supervise others with emphases on productivity, teamwork and quality

Must have proven ability to work with confidential information

Good organizational abilities and time management skills

Analytical skills to distribute and allocate resources

Working knowledge of Microsoft Office products (Excel, Word, and Power Point)

Bachelor’s degree preferred or related equivalent experience


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