Quality assurance tester Jobs in Dallas, TX

Manager, Quality Assurance

Zippy was founded with one mission: to make getting a loan for a manufactured home simple, fast, and fully online. We believe modern manufactured homes are affordable, well-built, eco-friendly, and stylish, but finding a lender who understands this market can be challenging. That's why Zippy focuses exclusively on manufactured home loans, offering a seamless, digital experience.

Headquartered in Dallas, TX, with an office in Tempe, AZ, Zippy provides home loans and insurance to manufactured home buyers throughout the United States. Our remote-first team is spread across cities like Dallas, Houston, Knoxville, Omaha, Philadelphia, Phoenix, and several other states and cities. Backed by institutional investors, we offer competitive pay, stock options, and excellent benefits. At Zippy, we pride ourselves on our commitment to finance happiness through the power of home. We are dedicated to enhancing consumers' financial outcomes and tackling the affordable housing crisis through cutting-edge technology and innovative solutions.

The Manager, Quality Assurance is responsible for leading the company's pre-close and post-close quality assurance programs across the loan origination lifecycle. This role oversees the people, workflows, and controls required to deliver timely, accurate, and consistent file reviews while identifying risks before they result in borrower, regulatory, operational, or investor impact.

This position combines hands-on quality assurance expertise with strong people leadership. The Manager coaches and develops QA analysts, manages performance and capacity, maintains calibration and review consistency, and ensures findings are supported by policy, procedure, regulatory, or investor requirements. The role serves as the primary point of contact for finding disputes, reassignments, escalations, and cross-functional QA discussions.

The Manager must be a subject matter expert in the end-to-end origination process and comfortable conducting detailed research across multiple systems in a highly ambiguous, rapidly changing environment. The role is expected to translate findings and trend data into practical recommendations that reduce repeat issues, streamline procedures, and strengthen quality without creating unnecessary operational friction.

Core Responsibilities

Team Leadership and Development

Lead, coach, and develop a team of QA professionals responsible for pre-close and post-close loan reviews

Establish clear expectations, hold regular one-on-one meetings, and provide timely, specific, and constructive feedback

Manage performance concerns promptly and consistently, including documenting expectations and improvement plans when needed

Assess individual and team training needs and deliver or coordinate training, calibration, mentoring, and development opportunities

Support employee engagement, retention, succession planning, and readiness for expanded responsibilities

Foster a professional, accountable, collaborative, and psychologically safe team environment

Quality Oversight and Program Integrity

Oversee the execution of pre-close and post-close quality assurance reviews across the full loan origination process

Ensure reviews are accurate, consistently scored, completed within established service levels, and supported by clear evidence

Maintain strong quality controls by monitoring removal rates, investor findings, repeat findings, and other program-level measures

Conduct regular calibration sessions and targeted review validation to promote consistent interpretation and application of requirements

Ensure QA appropriately identifies policy, procedural, compliance, regulatory, documentation, and investor risks

Validate that findings are grounded in applicable policy, procedure, law, regulation, investor requirements, or documented business standards

Escalate material, systemic, or emerging risks and track agreed corrective actions through resolution

Operational Management and Throughput

Manage daily work queues, assignments, reassignments, priorities, and team capacity across pre-close and post-close reviews

Monitor pipeline volume, aging, turnaround times, and workload distribution; proactively address bottlenecks and service-level risk

Balance speed and quality so reviews support the origination process without weakening control effectiveness

Develop and maintain efficient, repeatable workflows across the multiple systems and tools used for QA research and documentation

Use operational data to identify staffing, training, workflow, or technology needs and recommend practical solutions

Maintain complete, accurate, and audit-ready records of reviews, findings, disputes, decisions, and remediation

Findings, Disputes, and Cross-Functional Collaboration

Lead weekly meetings with managers across the organization to review QA findings, trends, recurring issues, and remediation progress

Serve as the primary escalation point for disputed findings, review reassignments, and questions regarding QA conclusions

Evaluate disputes objectively, conduct additional research when needed, and make or facilitate timely, well-supported decisions

Communicate findings and expectations clearly, distinguishing isolated errors from systemic process or control weaknesses

Build productive working relationships with Origination, Underwriting, Operations, Compliance, Credit Risk, Technology, and other stakeholders while preserving QA's independence

Translate QA data into concise, actionable insights for managers and senior leadership

Origination Expertise and Research

Maintain subject matter expertise across the end-to-end loan origination process, including application, processing, underwriting, closing, funding, documentation, and post-close requirements

Interpret and apply internal policies, procedures, system requirements, regulatory obligations, and investor guidelines to complex file scenarios

Navigate multiple platforms and data sources to reconstruct file activity, validate evidence, and resolve questions or inconsistencies

Answer technical and procedural questions from QA analysts and cross-functional partners with clear reasoning and appropriate supporting authority

Remain current on policy, procedure, product, system, regulatory, and investor changes and translate those changes into QA practices and team training

Continuous Improvement and Strategic Contribution

Analyze QA trends and root causes to identify systemic risks, inefficient procedures, training gaps, and opportunities for automation or control improvement

Proactively develop and implement improvements that reduce repeat findings, strengthen outcomes, and increase throughput without sacrificing quality

Partner with managers to simplify or clarify procedures and preventive controls while maintaining appropriate quality and risk standards

Define success measures for improvement efforts and evaluate whether changes produce the intended results

Contribute to QA planning, departmental goals, and broader Risk initiatives

Lead the team calmly and effectively through changes in policy, process, systems, organizational priorities, and volume

Qualifications

7+ years of progressive experience in mortgage, consumer lending, manufactured housing lending, loan operations, underwriting, quality assurance, quality control, compliance, or a comparable financial services function

3+ years of direct people-management experience, including coaching, performance management, training, workload planning, and employee development

Demonstrated expertise in the end-to-end loan origination lifecycle and the ability to evaluate a complete loan file rather than a single functional component

Experience overseeing both pre-close and post-close quality reviews strongly preferred

Proven ability to interpret and apply policies, procedures, regulations, and investor requirements to complex or ambiguous fact patterns

Strong investigative and research skills, including the ability to navigate multiple systems, reconcile conflicting information, and document supportable conclusions

Demonstrated ability to manage disputes and escalations objectively, communicate difficult conclusions professionally, and build alignment across functions

Strong analytical skills and experience using findings, operational metrics, and trend data to identify root causes and drive measurable improvement

Excellent written and verbal communication, facilitation, organization, and judgment

Ability to operate proactively and independently in a fast-paced, highly ambiguous environment with evolving processes and priorities

Manufactured housing or specialty finance experience preferred

Measures of Success

QA reviews are timely, accurate, well supported, and consistently applied across reviewers

Team capacity and workload are actively managed, with bottlenecks and service-level risks addressed before they become material

Removal rates, investor findings, and repeat findings remain within established thresholds and improve over time

Disputes and escalations are resolved promptly, objectively, and with clear documentation

QA trends lead to actionable process, training, or control improvements with measurable results

Team members receive effective coaching, understand expectations, and demonstrate growth, accountability, and engagement

Cross-functional leaders view QA as an independent, credible, practical, and solutions-oriented partner

Important Applicant Information

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