Quality Assurance Manager

Position Summary:

Reporting to FMS Leadership, this position is responsible for overseeing all Fay Mortgage Service (FMS) dedicated Quality Oversight team members and functions, working in close collaboration with the Fay Financial Compliance team and third-party vendors to ensure compliance with all applicable policies, procedures and regulatory requirements.

This role manages and develops a team of Quality Assurance (QA) Specialists, ensuring adherence to mortgage originations industry regulations (e.g., TRID, HDMA, ECOA) and implementing best practices to maintain loan quality. Additionally, this position serves as the initial escalation point for compliance and quality-related matters, guiding teams in workflow management, training, performance improvement and vendor oversight.

Core Functions and Responsibilities:

• Lead a high-performing team of Quality Oversight professionals, ensuring all quality control objectives are met. Manage performance, foster development and providing mentoring to employees.
• Manage workflow and oversee pipeline management to ensure efficient operations.
• Develop and enhance quality oversight policies, procedures, Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to optimize performance; ensure that all FMS policies, procedures, KPIs and SLAs are maintained and adhered to.
• Maintain detailed knowledge of all regulatory requirements, including TRID, HDMA, ECOA and other compliance guidelines applicable to mortgage originations.
• Partner closely with the Fay Financial Compliance team to ensure completion of all applicable compliance tasks.
• Serve as the initial escalation point for all compliance and quality-related matters.
• Oversee and guide the workflow for third-party vendors, ensuring that all vendors meet performance requirements.
• Monitor vendor compliance and address any performance issues as needed.
• Lead and/ or participate in Quality Oversight team projects and initiatives.
• Develop domain knowledge of Fay’s business to include an understanding of organizational goals and objectives.
• Maintain broad influence through ongoing development of relationships across the organization.
• Ensure compliance with Fay’s policies, processes and practices.
• Ensure audit and control processes are current and followed.
• Attend and successfully complete all department and company required training.
• Role model Fay’s Values, Operating Principles, ethical standards, professionalism and code of conduct.
• Perform other duties and responsibilities as assigned.

Qualifications Required:

• Bachelor’s Degree in Business or related field (or equivalent combination of years of experience with High School diploma/ GED)
• 5 years’ experience in a quality focused role (e.g., QA, QC, Compliance) within mortgage originations
• 3 years’ experience managing teams in mortgage originations or a similar function
• In-depth knowledge of regulatory requirements including TRID, HDMA, ECOA and other applicable mortgage compliance standards
• Prior experience with Loan Origination Software, particularly Encompass and Mavent
• Strong skills and experience in MS Word, Excel and PowerPoint

Skills & Abilities

• Strong verbal and written communication skills
• Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization
• Collaborative and consultative work style; high team-orientation
• Effective management skills to include talent selection, training, coaching and performance management
• Demonstrated ability to foster an environment of positive engagement and trust
• Open to change; agile; high learning agility
• Strong analytical skills coupled with sound judgement
• Strong problem solving abilities
• Ability to analyze and interpret data to identify opportunities and propose solutions
• Demonstrated ability to establish credibility for recognizing and supporting the organization’s culture, values and priorities
• Strong project management skills
• Strong attention to detail; strong quality and compliance orientation
• Ability to effectively prioritize under tight deadlines in a fast-paced, dynamic environment; effective time management
• Self-directed; ability to proactively ask questions and surface issues/ concerns
• Professional maturity, integrity, ability to maintain confidential data and information
• Strong business acumen; strong fiscal and technical aptitude

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to Commute:

• Canal Fulton, OH 44614 (Required)

Work Location: In person