Quality Assurance – Servicing Oversight Lead

Up to £45000.00 per annum + Benefits | London

Job Title: Quality Assurance – Servicing Oversight Lead

Location: Hybrid (Home based 3 days, 2 days in the London, Victoria office)

Salary: Up to £45,000

Hours: Monday to Friday 9 am to 5 pm


  • Generous holiday entitlement
  • Flexibility to work from home up to 3 days per week
  • Generous pension scheme
  • Health insurance
  • Enhanced maternity/paternity leave
  • Life Insurance
  • Cycle-to-work scheme
  • Regular Social events

About our client and the position of Quality Assurance – Servicing Oversight Lead

Reporting to the Risk and Compliance Director the Quality Assurance – Servicing Oversight Lead is a critical role in ensuring that customers have a positive experience. You will be responsible for the efficient and effective oversight of all servicing activity. You will be actively involved in assurance activity and take responsibility for making any improvements to the servicing system and processes.

Responsibilities for the role of Quality Assurance – Servicing Oversight Lead

  • Manage and oversee third-party Quality Assurance processes for our servicing operations, as part of ongoing due diligence and as part of Business-as-Usual oversight.
  • Act as the subject matter expert for Quality Assurance processes within the servicing lifecycle.
  • Fostering a culture of continuous improvement through the feedback being given.
  • Take a leadership role when identifying findings and enhancements which contribute to an environment of continuous improvement, making recommendations and overseeing these to completion.
  • Create and assist with delivering training on areas for improvement, taking ownership for implementation where required alongside the Head of Operations/Risk & Compliance Director.
  • Provide feedback to the servicing team on training needs.
  • Challenge processes and highlight areas for improvement.
  • Take ownership of key thematic review areas, conducting fieldwork, reporting and managing the timely completion of findings.
  • Submission of and contribution to reporting (with colleagues) to the Risk Committee.
  • Assist the Head of Audit Oversight and Head of Operations with audit activity, as required.

Experience required for the role of Quality Assurance – Servicing Oversight Lead

  • Proven experience in handling audit or Quality Assurance activities gain in a mortgage lending or mortgage servicing business.
  • Strong analytical and problem-solving skills, with the ability to make evidence-based and reasonable decisions.
  • Ability to make evidence-based, accountable decisions.
  • Excellent written and verbal communication skills, including formal report writing ability.
  • Significant experience in a Quality Assurance or mortgage underwriting role.
  • Previous experience in collating, analysing and presenting data which provides senior management with meaningful insights into the outputs of monitoring activity.
  • Proven track record of taking a proactive, common-sense approach to challenges in previous roles.
  • Ability to provide clear and timely feedback collaboratively.
  • Ability to assist senior management with identifying areas for improvement highlighting key strengths throughout the function and liaising with other business areas to ensure consistency.
  • Ability to manage own workload within deadlines and to identify areas of continuous improvement, taking ownership of these key workstreams to delivery.
  • Flexible approach to Quality Assurance preparation.
  • Strong audit oversight experience and an ability to provide support, answer queries and proactively engage with audit counterparts.

For more information regarding the role of Quality Assurance – Servicing Oversight Lead please get in touch with us.

Stellar Select is acting as an employment agency and is a corporate member of the REC.

Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days.

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