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Quality Assurance Analyst

City: Tempe
State/Territory: US-AZ


Who is Cenlar?


You are.


Employee-owners have made Cenlar one of the nation’s largest mortgage subservicers. We have achieved success by empowering people with company ownership, real programs that provide avenues for advancement, and a great atmosphere that makes everyone look forward to the workday. Get your share of our success by considering the opportunity to join our team as a Quality Assurance Analyst.



  • Perform ongoing, structured, and rigorous testing of key procedures and controls within all business units; working with the department manager, develop, draft and implement new testing scripts.

  • Work closely with managers in order to ensure department is adhering to all policies and procedures; work in conjunction with other departmental managers and operations supervisors.

  • Develop, maintain and ensure accuracy of default policies and procedures; work with department managers to ensure current processes are in place; maintain procedure manual (hard copy and on-line).

  • Perform ongoing monitoring of key indicators to detect and research unexplained variances which may be indicative of quality control issues.

  • Monitor outbound and inbound calls from relevant business units and departments.

  • Perform processes used for sample selection as well as effective root-cause analysis and follow-up on corrective actions.

  • Contribute to reporting to first-line-management and other interested parties.

  • Interpret regulatory requirements and investor guidelines to identify opportunities, and manage a tracking and reporting mechanism to periodically communicate results.

  • Follow Standard Operating Procedures on all federal and state laws, investor/guarantor requirements and business policies and procedures.

  • Support the department manager in maintaining a repository of business and process guidelines and fraud trends to be used as a reference tool.

  • Provide quality monitoring reports.

  • Develop best practices to resolve delinquencies and deficiencies and meet regulatory compliance.

  • Stay abreast of policy and regulatory changes to maintain subject matter expertise. Remain cognizant of relevant quality assurance policies and procedures.

  • Ensure departments are adhering to quality expectations with regard to task completion, and to procedures, etc. Review processes in various servicing departments for quality and compliance.

  • Work on performance plans for each department; participate in performance activities and staff training.

  • Other duties and projects as assigned.



  • Bachelor’s degree preferred

  • 2 - 3 years’ quality assurance/control, mortgage banking, auditing or other relevant experience

  • Knowledge of sound risk management practices for mortgage servicing functions and demonstrated understanding of risk management and internal control principles

  • Experience reviewing processes, data, phone calls or documents with a strong attention to detail

  • Experience interpreting rules and guidelines for appropriate decision-making

  • Ability to facilitate training materials

  • Excellent customer service skills

  • Excellent problem resolution and organizational skills

  • Excellent interpersonal and communication skills, written and verbal


Total Rewards:

Cenlar FSB offers outstanding benefits which may include paid medical/dental/life insurance, 401k, employee ownership, tuition assistance, a supportive work environment, and genuine opportunities for advancement. Cenlar is a Drug Free Workplace and an Equal Employment Opportunity/Affirmative Action Employer -- M/F/D/V/SO .


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