Quality Manager - US Mortgage

We're scaling a fast-growing mortgage servicing operation and need a QA Manager who can turn customer experience data into measurable NPS and first-contact-resolution gains across our Clark and Tulsa sites.

This isn't a checklist-auditing role. We're looking for someone who understands that NPS is driven by resolution, not just call handling — and who can build the coaching, scorecards, and feedback loops that actually move the needle in a ramping operation. 

What you'll own 

• Design and run a QA program anchored on first-contact resolution, comprehension, and customer outcomes — not just compliance scoring 
• Translate voice-of-customer verbatims and NPS/CSAT data into agent- and team-level coaching actions 
• Partner with site leads on a wave-based performance plan: lift the bottom cohort, sustain the strong, and manage out persistent non-performers 
• Build trajectory reporting that tracks improvement over time, not just monthly snapshots 
• Coach team leads to embed resolution-first behaviors and reduce repeat contacts 

What you'll bring 

• 5+ years in contact-center QA, ideally in mortgage servicing (must) or another regulated financial product 
• Hands-on experience moving NPS/CSAT and FCR metrics, with results you can point to 
• Six Sigma / Lean background (Green or Black Belt preferred) and genuine comfort with performance data 
• Strong coaching and stakeholder skills — able to influence agents, team leads, and client partners alike 
• Calm, analytical, and outcome-driven under pressure 

All your information will be kept confidential according to EEO guidelines.