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Team Lead, Recapture Lending - APAC

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Location: Mumbai, MH, India
Job ID: 1000164
Company: Ocwen APAC

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Job Description

• Manage, motivate and guide 10 to 15 Quality Assurance Analysts who will perform testing for multiple teams within Residential Servicing
• Ensure that the Quality Assurance Analysts complete the mandated testing requirements daily
• Ensure sample Quality Checks are performed regularly on the work completed by the Quality Assurance Analysts
• Develop coaching plans and provide feedback to the QA staff based on the observations from the sample Quality Checks performed daily
• Review and respond to disputes/ appeals from the Business Units timely
• Conduct root cause analysis of the top defects identified each month and track action plans to remediate defects
• Track and minimize variance in scoring between various internal and external stakeholders as identified through the calibration process
• Creating and sharing weekly/monthly excel reports and QA summary reports
• Developing QA testing and regulatory testing

Key Result Areas:
• Complete a minimum of 2 Quality Checks/ QA staff every week, provide feedback to QA staff and document the actions taken where necessary
• Ensure all QA reports (QA Scores, Analysis of defects, Performance of QA staff, etc.) are published within scheduled timelines
• Ensure all disputes/ appeals from the Business Unit are responded to within 2 business days of receiving the dispute/ appeal
• Perform root cause analysis each month for the top 50% to 80% of the defects identified and track action plans to remediate the top defects
• Ensure regular calibration sessions are conducted with each business unit every month and publish findings to Management
• Review processes within the QA team and Business Unit each month and recommend changes to improve productivity and effectiveness


• Graduate
• Minimum of 7 years work experience of which a minimum of 1 year should be as a Team Leader.
• Proficient in Excel
• Strong communication and analytical skills
• Ability to consistently set and achieve stretch goals
• Experience related to Quality is preferred
• Six Sigma or other Quality certifications preferred

About Us

Company: Ocwen APAC

Ocwen is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to Diversity & Inclusion ensures that we are an organization that creates, promotes and sustains an inclusive work environment in which diversity, inclusiveness and respect are integral parts of our culture and work environment. Building the reputation as an outstanding place to work, a great business partner and a valued community member is our everyday endeavor.

Ocwen’s mission is to delight our customers through caring service and innovative lending solutions. We proudly serve over 1.3 million families with their mortgage needs by helping to find real solutions that benefit our customers and help to build stronger communities. Helping Homeowners is What We Do!®

Consider an opportunity to join our global team and put “Caring in Action” while growing your career.

Ocwen and its subsidiaries are proud to be equal opportunity workplaces. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

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