QAQC Mortgage Servicing Manager

Xactus•Broomall, PA

2d•Remote

About The Position

The QAQC Mortgage Servicing Manager is responsible for the design, execution, and continuous improvement of the servicing QC framework to ensure regulatory compliance, operational integrity, and consistent loan quality across the full servicing lifecycle. This role serves as a subject matter expert in Servicing QC operations and ACES Quality Management & Control® (CAA-certified, preferred), leading audit strategy, defect governance, root cause analysis, and reporting. The manager ensures QC activities are aligned with regulatory requirements, investor expectations, and internal risk frameworks while driving operational excellence and scalability. This is a regular, full-time, remote/work-from-home position with a regular working schedule of Monday through Friday, 8:30AM - 5:00PM (applicable to any time zone).

Requirements

Bachelor’s degree in finance, business, risk, or related field required.
Minimum 8–12+ years of mortgage servicing QC, compliance, or audit experience.
5+ years of demonstrated leadership experience managing QC or audit teams.
Deep expertise across the full servicing lifecycle (boarding through default and payoff); and MSP applications.
Advanced ACES Quality Management & Control® experience required.
CAA (Certified ACES Administrator) strongly preferred.
Demonstrated experience designing QC programs within ACES
Configuring audit templates, scorecards, and workflows
Leveraging ACES reporting for defect trending and governance
Expertise in QC audit methodology, sampling, and testing frameworks
Strong analytical skills with focus on defect trending and root cause identification
Advanced reporting and dashboarding capabilities (ACES + Excel/BI tools)
Strong executive communication and stakeholder management skills
Ability to design scalable, technology-enabled QC programs
Analytical & Problem-Solving Skills: Strong attention to detail and accuracy. Ability to identify control gaps and recommend effective solutions. Critical thinking and sound judgment in evaluating complex servicing scenarios. Strong organizational skills and ability to meet deadlines in a fast-paced environment.
Communication & Interpersonal Skills: Leads with a quality-first, audit-ready mindset, Drives data-informed decision making and operational accountability, Acts as a trusted advisor across Compliance, Risk, and Servicing Operations, Champions continuous improvement and control optimization, Excellent written and verbal communication skills. Ability to present findings and recommendations clearly to various audiences. Collaborative mindset with the ability to work cross-functionally.
Candidates must be a resident of the United States, and should be authorized and eligible for employment in the United States.
Employment is contingent upon successful completion of required background checks and pre-employment drug screening.

Nice To Haves

CAA-certified, preferred
CAA (Certified ACES Administrator) strongly preferred.

Responsibilities

Lead the end-to-end Servicing QC program, including audit methodology, sampling design, and review execution
Serve as the ACES (CAA, preferred) Subject Matter Expert, administering and optimizing QC workflows, scorecards, and reporting within the ACES platform
Configure and maintain audit templates, compliance checkpoints, and automated QC workflows aligned with servicing requirements
Drive standardization of QC processes across servicing portfolios and product types.
Oversee QC reviews and compliance testing across critical servicing functions: Loan boarding and data integrity, Payment processing and application, Escrow analysis and administration, Customer service and call monitoring, Loss mitigation, collections, foreclosure, and default
Perform and oversee loan-level file audits and servicing reviews to ensure regulatory and investor compliance.
Implement risk-based sampling methodologies to ensure appropriate coverage of high-risk areas
Establish and govern defect identification, classification, and severity frameworks
Lead root cause analysis to identify systemic control gaps and operational breakdowns
Drive corrective action plans (CAPs) and partner with operations for remediation execution
Utilize ACES reporting capabilities to track: Defect trends, Repeat findings, Process breakdowns and control failures
Ensure QC program aligns with all servicing regulatory requirements, including: RESPA (Reg X), TILA (Reg Z), CFPB servicing rules, FDCPA, FCRA, UDAAP, and applicable state laws
Translate regulatory requirements into QC audit checkpoints, testing scripts, and control validations
Support regulatory change-management by updating QC frameworks and audit scopes as requirements evolve.
Lead QC support for: Internal audit reviews, Regulatory examinations, Investor and agency audits
Managing end-to-end issue lifecycle, including escalation, tracking, remediation, and validation
Ensuring audit findings are supported by clear documentation, defensible QC results, and traceable evidence
Drive continuous improvement initiatives using QC insights and defect trending
Partner with Servicing Operations, Compliance, and Risk (Xactus Clients) teams to enhance controls and reduce defects
Identify opportunities for automation and efficiency gains within QC processes, particularly within ACES workflows
Lead training and certification programs to reinforce QC standards and regulatory requirements
Educate business partners on QC findings, emerging risks, and control expectations
Promote a culture of quality, accountability, and audit readiness