Quality Assurance Supervisor

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the homeowner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Supervisor, Quality Assurance plays an important role in the organization by performing a number of activities related to the company’s Quality Assurance functions. The role is primarily responsible, under moderate to limited supervision, for ensuring smooth day-to-day operations of area under direct supervision. The Supervisor, Quality Assurance reviews and approves direct reports’ work product, and help provides oversight over investor QC file delivery, occupancy reviews, vendor management, and monthly reporting.

Compensation

This role is an exempt position with a targeted salary range of $72,998 to $109,497 annually.

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.

Essential Functions

• Monitor and manage production metrics for team; effectively balancing workloads so that QA Auditors meet deadlines.
• Ensure compliance with federal, state, agency and investor Quality Control guidelines and requirements.
• Respond to and coach QA Team Leads and Auditors on issues that represent higher risk/fall outside of scope of responsibility.
• Identify and escalate potential fraud issues.
• May assist with auditing loans when volumes require additional resources.
• Help establish a department culture that emphasizes teamwork and is consistent with Company values; promote positive, professional relationships based on mutual respect.
• Identify and stay current on changes in industry regulations, and recommend changes to internal policies, procedures, policies, and systems to incorporate new or updated requirements.
• Provide training and guidance to employees related to disclosures, use of internal Company systems, and QA logistics and procedures.
• Coach and hold team members accountable for timeliness, accuracy, and completeness of files, and ensure all regulatory and compliance requirements are met.
• Track/monitor loan deficiencies, perform analysis and report trends; review month end reporting and provide recommendations for action plans that address current trends.
• Prepare various analyses for defined areas; collaborate with QA staff to compile data required for completion and communicate findings and recommendations to QA Director.
• Promote quality achievement and performance improvement throughout the department.
• Prepare and review regular and ad hoc reports related to functional area of expertise.
• Assist in the assessment and management of control processes.
• Ensure that departmental policies and procedures are up to date.
• Make recommendations for changes to processes and procedures that will help improve operations; assist with ongoing process improvement efforts to ensure that Quality Assurance is utilizing appropriate resources.
• Administrate systems used throughout the department.
• Assist during exams/audits, meetings/calls with investors/insurers.
• Basic knowledge of AI tools.
• Assist the QA Director in the management of external vendors by monitoring and reporting quality, issues and updates.
• Assist QA Director on various projects, investigations, and department initiatives.

Qualifications

• Bachelors Degree directly related to the position or equivalent, required.
• Minimum four years experience in Mortgage Quality Assurance/Quality Control roles two of those years spent in a lead or supervisory capacity.
• Minimum two years supervisory or leadership experience.
• Ability to organize and manage multiple priorities simultaneously.
• Advanced level knowledge and experience with mortgage quality control requirements and investor guidelines (FNMA, FHLMC, VA, FHA, USDA).
• Reverse, Non-QM, and TPO mortgage quality control experience is a plus.
• Manage multiple priorities, deadlines and team projects in a fast-paced environment; leads with a strong sense of urgency and responsiveness.
• Excellent verbal and written communication skills.
• Strong detail orientation and highly organized.
• Ability to be patient, respond to questions, train and build capabilities of less experienced team members.
• Use PDF/Adobe programs and Microsoft Word, Excel and PowerPoint.
• ACES audit system experience is a plus.
• Advanced math/ income calculation skills.
• Exercise sound judgment.
• Work in a deadline-driven environment to ensure direct reports complete work in a timely and accurate manner.
• Excellent verbal and written communication skills required.
• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
• Commitment to company values.
• Customer Service - Proactive attention to each person.
• Integrity - Do and say what's right.
• Respect - Treat others with dignity.
• Collaboration - Listen and work together.
• Learning - Seek knowledge and strive for improvement.
• Excellence – Deliver the unexpected.

Supervision

Job Scope: Supervises staff holding jobs in the same or similar job families or functions, may monitor expenditures within a budget.

Complexity: Problems encountered are generally limited to the area/unit, the project, or the program and/or may involve other related areas within the organization; problems are often complex, broad in scope, and implications, and are often unprecedented.

Impact: Decisions and actions have a direct impact on the outcomes of the department, projects, and programs.

Interaction/Supervision: Manages staff performance, workflow, and schedules; coaches and disciplines; may contribute to hiring, termination, and pay decisions; plans and participates in staff training; interfaces with internal and external customers and/or internal support functions.

Direct Reports: 3-5 QA Auditors, Sr. QA Auditors, Team Lead Auditor.

Requirements

• Work is primarily sedentary; mobility in an office setting.
• Ability to operate standard office equipment and keyboards.
• Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation.
• Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
• This is a 100% work from home position. Environment should be suitable to allow for phone and video calls and reliable internet service.
• Travel: 5% or less.
• Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.
• This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities.
• Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.
• Work is primarily performed during the business week, Monday - Friday.

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

REQ#: QUALI018223