Found Description
About the Role
We’re growing a high-performance US mortgage servicing operation and are looking for a Quality Manager who can drive real customer experience improvements—not just audit compliance.
In this role, you’ll lead a modern QA program focused on first-contact resolution (FCR), customer understanding, and measurable NPS/CSAT gains across our Clark and Tulsa sites. You'll work closely with operations leaders to turn customer insights into coaching strategies that deliver tangible results.
If you’re passionate about using data to improve performance, coaching teams to win, and building QA programs that actually move metrics, this role is for you.
What You’ll Do
- Lead a results-driven QA program focused on FCR, customer outcomes, and experience—not just checklist scoring.
- Turn voice-of-customer insights (NPS, CSAT, verbatims) into actionable coaching plans for agents and team leads.
- Partner with oper...
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