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Director - Quality Control Servicing

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**This position may be remote**

Position Overview


The Director – Quality Control Servicing is responsible for management of the Quality Control program at RoundPoint for all servicing functions. The QC program must ensure compliance with all agency requirements, and any other applicable stakeholders.  These include, but are not limited to, planned quality control reviews of all areas of servicing, as defined in agency/GSE guidelines. Coverage includes but is not limited to federal, state, FNMA, and FHMLC, and could include FHA/VA/USDA/GNMA.  The Director – Quality Control Servicing oversees all staff, performs staffing models, sets up target reviews as necessary based on industry and company risk.  This position will also work with and report/coordinate with the Parent Company Freedom Mortgage and its Risk & Quality Control program. 


The role is responsible for spearheading Quality Control Department enhancements including but not limited to  adoption of best practices, systems, and reporting needs.  Quality Control Review results will be reported monthly to Senior/Executive Management of RoundPoint Servicing, and Parent Company Risk Division.


Working Relationships


The Director – Quality Control Servicing reports into the Chief Operating Officer, and indirectly to Freedom Mortgage Vice President of Quality Control Servicing, within the Parent Company Risk Division.   The position routinely interacts with the various business units within RoundPoint Residential Servicing, Parent Company Risk/QC, and provides deliverables for subservicing clients, and outside vendors.

Key Tasks and Responsibilities


  • Direct oversight of Quality Control teams supporting servicing functions
  • A subject matter expert and corporate support to business on servicing practices and guidelines
  • Lead development and implementation of Quality Control testing scope and initiatives
  • Ensure staffing models are developed and appropriate to support appropriate staffing size, as well as design monitoring mechanism for performance levels.
  • Review and maintain Tena Second Look quality control software question sets, or similar
  • Ensure quality of audits is assessed ongoing to validate high level of performance by QC staff
  • Develop and maintain effective training program for QC staff
  • Disseminate review results and trends to leadership on a monthly basis
  • Build and maintain relationships with all internal and external customers
  • Work with other compliance and risk areas as well as executive management to identify specific areas for focus and targeted review
  • Develops discretionary and target audit scripts to further enhance the QC program
  • Develops procedures and programs to ensure adherence with existing regulations, guidelines, and best practices 
  • Identifies and resolves problems in a timely fashion
  • Provides analysis and trending in reporting in timely manner
  • Provide deliverables and responses, action on any subservicing client quality control reviews and requests.


Minimum Requirements


  • Bachelor’s Degree required.
  • Must have at least 8 – 10 years’ experience in residential mortgage servicing, with knowledge and exposure to agency, GSE, CFPB, and state guidelines, and each agency’s Quality Control Program expectations.
  • Must have at least 4 years’ management experience in a quality control or internal audit group, specializing in Servicing
  • Familiarity with MSP Servicing platform, or similar, as well as Tena SecondLook Quality Control software or similar a plus. 
  • Fully knowledgeable and capable of developing and executing on various complex compliance guidelines and control related activities
  • Experience in constructing and evaluating tests of controls, analyzing issues and formatting effective corrective action plans
  • Able to work collaboratively with others
  • Articulate and effective communicator able to prepare and deliver detailed oral and written presentations to senior management and the board of directors and interact effectively with regulators and investors


Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

  • The employee is regularly required to talk or hear. 
  • The employee is required to sit for extended periods of time and is occasionally required to stand and walk. 
  • The employee must regularly use hands to finger, handle, or feel objects and is regularly required to reach with hands and arms; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl. 
  • The employee may occasionally lift and/or move up to 10 pounds. 
  • Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. 
  • The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.