Join a high-impact Quality Assurance team that safeguards operational excellence across Lending Operations. Collaborate with front, middle, and back office partners to elevate accuracy, timeliness, and client outcomes. Advance your career by driving process improvements, automation, and training that strengthen our control environment.
As a Senior Quality Assurance Specialist within Lending Operations Quality Assurance, you review and validate customer files and transactions against defined criteria to ensure SLA adherence and accurate reporting. You analyze error impacts, escalate risks, and maintain audit-ready records and metrics to inform decision-making. You collaborate across functions to enhance processes, support automation initiatives, and deliver training to raise QA standards.
Job Responsibilities
- Review customer files and transactions against pre-established QA criteria.
- Ensure completion of quality-related requests and SLAs accurately and on time.
- Analyze error impact, categorize severity, and escalate issues to management.
- Enter quality data in the system of record provide written and verbal summaries with risk assessments.
- Track open items diligently and take appropriate actions within deadlines.
- Use deep product and process knowledge to resolve unique client issues.
- Ensure SOPs and testing job aids are followed, current, and effective for QA analysts.
- Recommend enhancements to testing job aids and QA processes.
- Liaise effectively with front, middle, and back office teams to resolve quality issues.
- Participate in process improvement, automation projects, and QA test design.
- Deliver training on QA processes and support onboarding of new QA Specialists.
Required Qualifications, Capabilities, and Skills
- Hold a Bachelor's degree and bring 5+ years of relevant experience in lending services or BFSI back office operations.
- Demonstrate strong problem-solving and investigative abilities for loan operations.
- Operate proficiently in MS Office and apply strong analytical skills.
- Exhibit a risk and control mindset in daily QA activities.
- Adapt to shift schedules as required and maintain performance standards.
- Perform effectively under pressure while managing high work volumes.
- Communicate clearly and confidently in written and verbal forms with internal and external partners.
Preferred Qualifications, Capabilities, and Skills
- Leverage hands-on experience with loan systems such as Loan IQ.
- Apply knowledge of authentication procedures and validation protocols.
- Lead small-scope QA projects and act as a team lead when assigned.
- Collaborate across Implementation, Operations, Legal, and business units on documentation quality.
- Contribute to automation initiatives and quality testing process development.
- Enhance SOPs and job aids by incorporating lessons learned and best practices.
- Manage queue workflows and SLAs using tracking tools to ensure timely resolution.
