Manager, Quality Assurance

Zippy•Dallas, TX

12d•Remote

About The Position

The Manager, Quality Assurance is responsible for leading the company’s pre-close and post-close quality assurance programs across the loan origination lifecycle. This role oversees the people, workflows, and controls required to deliver timely, accurate, and consistent file reviews while identifying risks before they result in borrower, regulatory, operational, or investor impact. This position combines hands-on quality assurance expertise with strong people leadership. The Manager coaches and develops QA analysts, manages performance and capacity, maintains calibration and review consistency, and ensures findings are supported by policy, procedure, regulatory, or investor requirements. The role serves as the primary point of contact for finding disputes, reassignments, escalations, and cross-functional QA discussions. The Manager must be a subject matter expert in the end-to-end origination process and comfortable conducting detailed research across multiple systems in a highly ambiguous, rapidly changing environment. The role is expected to translate findings and trend data into practical recommendations that reduce repeat issues, streamline procedures, and strengthen quality without creating unnecessary operational friction.

Requirements

7+ years of progressive experience in mortgage, consumer lending, manufactured housing lending, loan operations, underwriting, quality assurance, quality control, compliance, or a comparable financial services function
3+ years of direct people-management experience, including coaching, performance management, training, workload planning, and employee development
Demonstrated expertise in the end-to-end loan origination lifecycle and the ability to evaluate a complete loan file rather than a single functional component
Proven ability to interpret and apply policies, procedures, regulations, and investor requirements to complex or ambiguous fact patterns
Strong investigative and research skills, including the ability to navigate multiple systems, reconcile conflicting information, and document supportable conclusions
Demonstrated ability to manage disputes and escalations objectively, communicate difficult conclusions professionally, and build alignment across functions
Strong analytical skills and experience using findings, operational metrics, and trend data to identify root causes and drive measurable improvement
Excellent written and verbal communication, facilitation, organization, and judgment
Ability to operate proactively and independently in a fast-paced, highly ambiguous environment with evolving processes and priorities

Nice To Haves

Experience overseeing both pre-close and post-close quality reviews strongly preferred
Manufactured housing or specialty finance experience preferred

Responsibilities

Lead, coach, and develop a team of QA professionals responsible for pre-close and post-close loan reviews
Establish clear expectations, hold regular one-on-one meetings, and provide timely, specific, and constructive feedback
Manage performance concerns promptly and consistently, including documenting expectations and improvement plans when needed
Assess individual and team training needs and deliver or coordinate training, calibration, mentoring, and development opportunities
Support employee engagement, retention, succession planning, and readiness for expanded responsibilities
Foster a professional, accountable, collaborative, and psychologically safe team environment
Oversee the execution of pre-close and post-close quality assurance reviews across the full loan origination process
Ensure reviews are accurate, consistently scored, completed within established service levels, and supported by clear evidence
Maintain strong quality controls by monitoring removal rates, investor findings, repeat findings, and other program-level measures
Conduct regular calibration sessions and targeted review validation to promote consistent interpretation and application of requirements
Ensure QA appropriately identifies policy, procedural, compliance, regulatory, documentation, and investor risks
Validate that findings are grounded in applicable policy, procedure, law, regulation, investor requirements, or documented business standards
Escalate material, systemic, or emerging risks and track agreed corrective actions through resolution
Manage daily work queues, assignments, reassignments, priorities, and team capacity across pre-close and post-close reviews
Monitor pipeline volume, aging, turnaround times, and workload distribution; proactively address bottlenecks and service-level risk
Balance speed and quality so reviews support the origination process without weakening control effectiveness
Develop and maintain efficient, repeatable workflows across the multiple systems and tools used for QA research and documentation
Use operational data to identify staffing, training, workflow, or technology needs and recommend practical solutions
Maintain complete, accurate, and audit-ready records of reviews, findings, disputes, decisions, and remediation
Lead weekly meetings with managers across the organization to review QA findings, trends, recurring issues, and remediation progress
Serve as the primary escalation point for disputed findings, review reassignments, and questions regarding QA conclusions
Evaluate disputes objectively, conduct additional research when needed, and make or facilitate timely, well-supported decisions
Communicate findings and expectations clearly, distinguishing isolated errors from systemic process or control weaknesses
Build productive working relationships with Origination, Underwriting, Operations, Compliance, Credit Risk, Technology, and other stakeholders while preserving QA’s independence
Translate QA data into concise, actionable insights for managers and senior leadership
Maintain subject matter expertise across the end-to-end loan origination process, including application, processing, underwriting, closing, funding, documentation, and post-close requirements
Interpret and apply internal policies, procedures, system requirements, regulatory obligations, and investor guidelines to complex file scenarios
Navigate multiple platforms and data sources to reconstruct file activity, validate evidence, and resolve questions or inconsistencies
Answer technical and procedural questions from QA analysts and cross-functional partners with clear reasoning and appropriate supporting authority
Remain current on policy, procedure, product, system, regulatory, and investor changes and translate those changes into QA practices and team training
Analyze QA trends and root causes to identify systemic risks, inefficient procedures, training gaps, and opportunities for automation or control improvement
Proactively develop and implement improvements that reduce repeat findings, strengthen outcomes, and increase throughput without sacrificing quality
Partner with managers to simplify or clarify procedures and preventive controls while maintaining appropriate quality and risk standards
Define success measures for improvement efforts and evaluate whether changes produce the intended results
Contribute to QA planning, departmental goals, and broader Risk initiatives
Lead the team calmly and effectively through changes in policy, process, systems, organizational priorities, and volume

Benefits

Competitive salary with the potential for annual bonuses and variable pay
Equity in the company
Medical, dental, and vision insurance
Company-subsidized benefits like STD, LTD, and life insurance
Medical & dependent care FSAs
Resources for training and licensing
Generous PTO
Wellbeing Programs (Headspace, Gympass+, Fetch, Spring Health, SoFi, Perkspot, Ladder)
Paid parental leave
No Meeting Wednesdays
Career Growth opportunities