Quality Manager - US Mortgage - Clark, Pampanga

Responsibilities

• Design and run a QA program anchored on first-contact resolution, comprehension, and customer outcomes - not just compliance scoring
• Translate voice-of-customer verbatims and NPS/CSAT data into agent- and team-level coaching actions
• Partner with site leads on a wave-based performance plan: lift the bottom cohort, sustain the strong, and manage out persistent non-performers
• Build trajectory reporting that tracks improvement over time, not just monthly snapshots
• Coach team leads to embed resolution-first behaviors and reduce repeat contacts

Requirements

• 5+ years in contact-center QA, ideally in mortgage servicing (must) or another regulated financial product
• Hands-on experience moving NPS/CSAT and FCR metrics, with results you can point to
• Six Sigma / Lean background (Green or Black Belt preferred) and genuine comfort with performance data
• Strong coaching and stakeholder skills - able to influence agents, team leads, and client partners alike
• Calm, analytical, and outcome-driven under pressure
• All your information will be kept confidential according to EEO guidelines.

Additional Information

We're scaling a fast-growing mortgage servicing operation and need a QA Manager who can turn customer experience data into measurable NPS and first-contact-resolution gains across our Clark and Tulsa sites. This isn't a checklist-auditing role. We're looking for someone who understands that NPS is driven by resolution, not just call handling - and who can build the coaching, scorecards, and feedback loops that actually move the needle in a ramping operation.

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