Job Description

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. 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.

What you'll own

• 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 improvem...