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Team Lead, Quality Assurance

ServiceLink, a Black Knight Company

This is a Full-time position in Pittsburgh, PA posted March 5, 2021.

The Team Lead, Quality Assurance will lead the newly formed Quality Assurance Team and will report directly to a Manager of Accounting Transactional Services. Operations has ebbs and flows in work volumes based on multiple economic factors which require additional workforce at certain times of the year, and even certain times of the month. This Quality Assurance Team of roughly 5-8 employees would provide operational coverage where and when needed to the appropriate operational units. When not assisting operations, this team would report through Accounting and act in a quality control aspect that bridges the gap between operations and accounting. The Quality Assurance Team will help drive ServiceLink Accounting to become best in class, which is always our goal. It will provide us the capability to begin a self assessment approach at all levels.A DAY IN THE LIFEIn this role, you will…* Lead a new team within ServiceLink that will operate on a rotational basis between all operational lines of business and the accounting and finance group.* This rotational approach will allow candidate to obtain a strong working knowledge of different products and services within ServiceLink.* When not assisting operational lines of business, this position will support the Sr. Manager of Accounting Policy & Control within our existing internal controls environment.* This new team will act as an internal accounting and finance quality control team by monitoring and reviewing existing controls to determine if weaknesses exist.* Review and help oversee Company’s accounting variance analysis process (narrative analytics re: variances, etc.).* Be able to learn various different complex systems and process quickly.* Be meticulous in approach to producing detailed documentation, workflows and other process and technical guidance.WHO YOU AREYou possess …* Degree in accounting, finance, or business preferred.* Strong organizational and decision making skills.* Excellent communication skills both verbal and written.* Looking for someone curious and inquisitive – asks “why”* Committed to high quality of customer service.* Must be able to use and have advanced computer skills and be proficient in the Microsoft software products.WHO WE AREAbout us …ServiceLink is a mortgage services company headquartered in Pittsburgh, PA that helps clients in the lending industry and beyond achieve their strategic goals, realize greater efficiencies and better serve their customers by delivering best-in-class technology, services and insight with a relentless commitment to upholding the highest standards of quality, compliance and service.ServiceLink, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.DETAILED JOB DUTIES (in addition to items mentioned above)* Responsible for supervising, overseeing, leading, managing, and motivating team members while assessing their performance.* Oversee day to day teams’ operation and performance.* Complete regular performance evaluations for team members.* Work with all operational and accounting department heads to understand their needs, then provide staff appropriate training.* Responsible for setting the agenda on a daily or weekly basis for the team that meets the demands of both operations and accounting.* Compile all contracts for both clients and vendors and act as record keeper.* Review all contracts to ensure compliance is being met.* Reconcile pricing terms between contracts and GL.* Perform product mapping by compiling a complete record of all products and services including workflows, source data, deliverables, billing codes, payment codes, disbursements, revenue, and COGS.* Perform process mapping by completing roadmap of transactions.* Identify control points and document potential weaknesses.* Complete performance measurement by helping to design a system for monitoring key controls.* Ensuring ServiceLink has comprehensive process workflows, written narratives and other supporting documentation to substantiate our control and policy environments at the division and corporate levels.* Perform proactive self-testing on our control environment to continually validate and improve as necessary.* Help drive continuous improvement in process / workflow efficiency, effectiveness and quality.* Assist in pulling audit support and working with external auditors.* Act as a floater for operational support.* Assisting operations Disbursement Team by disbursing funds at closing.* Help Originations operations team by scheduling closings for them.* Work with Valuations operations by both scheduling appraisers and performing quality control of completed appraisals.* Support Valuations operations with BPO Bulk Orders submitted by Fannie Mae.* Help out as needed across all other operational units.* Perform other duties as assigned by the Senior Manager, Accounting Policy and ControlMINIMUM QUALIFICATIONS* Bachelor’s Degree and/or advanced degree in Accounting, finance, or business preferred.* Strong organizational and decision making skills.* Excellent communication skills both verbal and written.* Self driven and has a sense of ownership and pride in company’s success.* Committed to high quality of customer service.* Must be able to use and have advanced computer skills and be proficient in the Microsoft software products.WORK CONDITIONSWorking conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance.EQUAL OPPORTUNITY POLICYServiceLink, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.ESSENTIAL FUNCTIONSCritical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.Reading Comprehension – Understanding written sentences and paragraphs in work related documentsEnglish Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.Speaking – Talking to others to convey information effectively.Active Learning – Understanding the implications of new information for both current and future problem-solving and decision-making.Active Listening – Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.Instructing – Teaching others how to do something.Judgment and Decision Making – Considering the relative costs and benefits of potential actions to choose the most appropriate one.Time Management – Managing one’s own time and the time of others.Writing – Communicating effectively in writing as appropriate for the needs of the audience.Complex Problem Solving – Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.Deductive Reasoning – The ability to apply general rules to specific problems to produce answers that make sense.Problem Sensitivity – The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.Written Comprehension – The ability to read and understand information and ideas presented in writing.Inductive Reasoning – The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).Information Ordering – The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).Near Vision – The ability to see details at close range (within a few feet of the observer).Oral Comprehension – The ability to listen to and understand information and ideas presented through spoken words and sentences.Oral Expression – The ability to communicate information and ideas in speaking so others will understand.Speech Recognition – The ability to identify and understand the speech of another person.Speech Clarity – The ability to speak clearly so others can understand you.PHYSICAL DEMANDSSitting up to 95% of timeWalking up to 5% of timeOccasional standing, stooping, kneeling, crouching and reaching