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4 results for Quality Assurance in Chicago, IL

Quality Control Manager

Arlington Heights, IL
onsite
Permanent / Full Time
75000 - 85000 USD / Yearly
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 testing approaches that support fair and effective quality evaluations across teams.• Examine complaint activity, customer feedback, and performance data to uncover recurring issues, service gaps, and opportunities for improvement.• Recommend and help implement actions that improve borrower satisfaction, strengthen first-contact resolution, and raise overall service standards.• Work with Compliance and operational leaders to ensure monitoring practices reflect current regulatory requirements, client expectations, and emerging risk areas.• Oversee remediation tracking by confirming that identified deficiencies are addressed and corrective actions are completed effectively.• Prepare reporting for leadership that summarizes quality trends, key metrics, risk observations, and performance insights.• Coach managers and team members on review outcomes and contribute to training initiatives based on quality results and operational trends.• Partner with departments including Customer Service, Cashiering, Tax and Insurance, Loan Administration, and Investor Services to resolve escalations and improve borrower outcomes.
2026-06-19T00:00:00Z

Quality Control Manager

Chicago, IL
onsite
Permanent / Full Time
80000 - 85000 USD / Yearly
The salary range for this position is $80,000 - $85,000 plus bonus, and it comes with benefits, including medical, vision, dental, life, and disability insurance. To apply to this hybrid role please send your resume to [email protected]. The #1 thing on everyone's mind right now: ‘Where can I find a fresh start?’. NOTE: This position is a career-fast-track opportunity. Whoever fills this role is expected to be promoted quickly. Job Description:• Develop, administer, and continuously improve the call monitoring and quality assurance program. • Review recorded customer and client interactions to assess service quality, professionalism, accuracy, compliance, and adherence to company standards. • Develop, maintain, and periodically update quality scorecards, evaluation criteria, and testing methodologies for customer-facing teams. • Analyze customer experience trends, borrower feedback, complaint data, and quality review findings to identify opportunities for service improvements. • Develop recommendations that enhance customer satisfaction, first-call resolution, and overall service quality. • Monitor borrower complaints, escalation trends, and customer dissatisfaction indicators to identify root causes and recommend corrective actions. • Monitor customer interactions for compliance with CFPB servicing regulations, RESPA, FDCPA, FCRA, UDAAP, SCRA, and applicable client requirements. • Partner with Compliance to ensure quality reviews align with regulatory expectations and emerging risks. • Track remediation efforts and validate corrective actions to ensure deficiencies are effectively addressed. • Prepare and present quality assurance reports, trend analyses, risk assessments, and performance metrics to management and executive leadership.
2026-06-11T00:00:00Z

QA Manager

Chicago, IL
remote
Temporary / Contract
66.5 - 77 USD / Hourly
We are looking for an experienced QA Manager to lead technology initiatives and drive delivery excellence for teams based in Chicago, IL. This Long-term Contract position is ideal for a detail-oriented individual who can guide projects from planning through execution while partnering closely with business and technical stakeholders. The role requires strong leadership in Agile environments, a practical approach to risk and timeline management, and the ability to keep teams aligned on priorities and outcomes. Responsibilities:• Lead IT projects from initiation through completion, ensuring scope, timelines, budget, and quality expectations are effectively managed.• Facilitate Agile Scrum ceremonies, support team accountability, and help remove blockers that could affect delivery progress.• Coordinate with cross-functional stakeholders to define project goals, establish milestones, and maintain clear communication throughout each phase.• Use Atlassian Jira to track work, monitor progress, manage priorities, and provide accurate status reporting to leadership and project teams.• Identify project risks, dependencies, and issues early, then develop practical mitigation plans to reduce disruption.• Prepare and maintain project documentation, dashboards, schedules, and governance materials to support informed decision-making.• Drive collaboration between business partners and technical teams to ensure requirements are understood and translated into actionable plans.• Support process improvements within project delivery practices and contribute to stronger execution standards across initiatives.
2026-06-19T00:00:00Z

Risk Assurance Specialist

Chicago, IL
remote
Temporary to Hire
66.5 - 77 USD / Hourly
We are looking for a Risk Assurance Specialist to support risk, compliance, and assurance activities for a growing organization. This contract opportunity is ideal for a detail-oriented candidate with a strong background in IT risk, internal audit, or compliance who can evaluate exposures, guide remediation efforts, and provide clear reporting to stakeholders. The role will work across control, audit, and risk processes to help strengthen governance practices and improve how issues are identified, tracked, and resolved. Responsibilities: • Assess and document technology and operational risks, then help prioritize response actions based on business impact and residual exposure. • Oversee the lifecycle of findings and corrective actions by coordinating with stakeholders, monitoring progress, and driving timely closure of remediation items. • Maintain and update risk, control, and issue records within governance or risk management platforms to support accurate tracking and reporting. • Analyze results from audits, control reviews, and compliance activities to identify trends, highlight concerns, and recommend practical improvements. • Prepare dashboards, metrics, and status summaries that communicate risk posture and remediation progress to management and governance groups. • Support control and assurance activities by aligning documentation and testing practices with established risk and control frameworks. • Contribute to process enhancements that improve the efficiency and consistency of risk identification, issue intake, and remediation management. • Partner with teams involved in security, audit, and third-party oversight to consolidate findings and strengthen enterprise risk visibility.
2026-06-10T00:00:00Z