Description
We are looking for a Quality Control Manager to lead and strengthen the quality assurance program supporting mortgage servicing operations in the Northwest suburbs of Chicago Illinois. This role will shape review standards, evaluate borrower and client interactions, and translate findings into practical improvements that elevate service, compliance, and operational consistency. The position also works closely with leadership and cross-functional teams to identify risk patterns, support corrective action plans, and enhance the overall customer experience.


Responsibilities:

• Build, manage, and refine a quality assurance framework for customer-facing mortgage servicing functions, with a strong focus on call reviews and service consistency.

• Evaluate recorded borrower and client communications to measure professionalism, accuracy, policy adherence, and regulatory compliance.

• Create and maintain scorecards, review criteria, and t...