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Performance Management Manager
Freddie Mac
Carrollton, TX, United States
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Position Overview
The Quality Assurance team ensures we are maximizing the contributions of our people in how they engage with our clients. The Quality Assurance Manager will build a strong team and vision that aligns expectations of our client communications with the quality and procedural expectations of business partners and the Enterprise. You will provide an appropriate level of consultation within the organization to understand needs and develop a strategy in support of Customer and Operational Service’s business model and feedback from key stakeholder groups. You will also keep abreast of best-in-class and current trends in quality assurance best practices and make recommendations to improve or better align offerings with the goals of the division.
The successful candidate will manage a team of Quality Assurance analysts who evaluate the quality of the communication through a subjective lens in alignment to our core customer excellence beliefs. You will ensure the team is operating in the most effective way possible and have the appropriate level of skills and capabilities to be successful. The manager will demonstrate the ability to identify, evaluate and to communicate individual and departmental performance utilizing tools such as quality assurance reviews, quality control and data analysis in addition to any functions assigned to support the overall objectives of Customer and Operational Services.
This position requires the ability to collaborate positively and to build trusting and supportive partnerships within the division. Strong written and verbal communications are required with the ability to provide performance feedback in a constructive and useful manner. Diligent analysis of trend data and the ability to identify opportunities to lessen client level of effort is a critical component of the role.
Responsibilities include:
• Oversee the team reviewing live and recorded client communications to measure the total customer experience, quality and adherence to policies and procedures.
• Provide quality and constructive performance feedback to agents and leadership in a business-like yet empathetic manner
• Use data to help drive strategy and direction
• Positively collaborate internally with team mates, business partners and leadership in support of specific initiatives
• Provide analysis of quality assurance data with the ability to incorporate it into meaningful feedback
Qualifications
• Typically has 8 plus years related experience in customer service, quality auditing and/or other analysis-based work
• 4-6 years managing a diverse team
• College degree or equivalent work experience in a related field
• Strong analytical skills
• Strong consultation and communication skills
• Ability to quickly adopt and implement new technologies
Keys to success in this role
• Having a passion for serving our clients at a high level within an environment of rapid change
• Having a self-driven, results-oriented and a positive outlook that is clearly focused on high quality outputs
• Understanding how to manage competing priorities, multi task, and demonstrate experience in delivering high quality results
• Intellectual agility and interpersonal flexibility
• Ability to work with and collaborate across the team and where silos exist
• Ability to develop mutually beneficial relationships inside and outside of the division
• Deep curiosity to learn about new trends and how to do things better
• Change leadership
Top 3 Personal Competencies to possess
• Leadership – Set and execute upon a clear vision, strategy, and/or goals
• Drive for Execution – Be accountable for strong individual and team performance
• Customer Focus – Seek and use data and feedback to enhance customer outcomes
Preferred Skills
• Knowledge of Freddie Mac proprietary systems such as Loan Product Advisor, Loan Selling Advisor and the Servicing Technology tools
• Experience working in both the primary and secondary mortgage markets
• Strong understanding of the Freddie Mac Seller/Servicer Guide
Closing Statement
Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you’ll do important work for the housing finance system and make a difference in the lives of others. Freddie Mac is an equal opportunity and top diversity employer. EOE, M/F/D/V.