Quality Development Specialist Jobs (NOW HIRING)

The Training & Development Specialist is responsible for developing, delivering, and continuously improving training programs that prepare team members to perform their roles confidently, accurately, efficiently, and in accordance with Company, investor, agency, regulatory, and client requirements. This position serves as a key connection between operational knowledge and employee performance, ensuring team members not only understand what to do, but also understand why it matters and how their work impacts the borrower, our clients, and the Company.

The Training & Development Specialist owns the training lifecycle from new-hire onboarding and role-specific training through continuing education, cross-training, system training, process changes, remedial training, and ongoing professional development. The role partners closely with Servicing leadership, Operations, Compliance, Quality Assurance, Human Resources, and subject matter experts to identify training needs, develop effective learning solutions, and ensure training remains current as procedures, technology, regulations, investor requirements, and business needs evolve.

A critical responsibility of this position is ensuring that training produces measurable results. The Training & Development Specialist evaluates employee understanding and readiness through knowledge assessments, practical exercises, observation, quality results, performance trends, and post-training follow-up. Training does not end when a class is completed. The Specialist follows employees into production, identifies knowledge or performance gaps, provides targeted coaching or refresher training, and partners with leadership to determine whether additional training, process clarification, or other corrective action is needed.

The Training & Development Specialist develops and maintains training materials, facilitator guides, job aids, reference materials, knowledge resources, assessments, and other learning content to create a consistent and scalable training experience across the organization. The Specialist is expected to challenge outdated training methods, identify opportunities to simplify complex processes, incorporate technology and modern learning tools, and continuously improve how information is delivered and retained.

The Training & Development Specialist also supports organizational change by developing and delivering training for new systems, products, clients, processes, policies, regulatory requirements, and operational initiatives. The Specialist works proactively with business leaders before implementation to ensure employees are prepared for change, and that training does not become an afterthought to operational deployment.

Success in this role is measured by employee readiness, knowledge retention, training effectiveness, speed to proficiency, quality improvement, reduction in repeat errors, successful adoption of operational changes, and the overall impact training has on employee performance and the borrower and client experience. The Training & Development Specialist is expected to bring energy, creativity, accountability, and a continuous improvement mindset to the learning environment while helping build a culture where employees are equipped and encouraged to continually become better at what they do.

• Facilitation & Presentation: Delivers engaging, clear, and effective training to employees with varying levels of experience and learning styles. Creates an environment that encourages participation, questions, practical application, and knowledge retention.
• Communication: Communicates complex servicing concepts, policies, procedures, regulatory requirements, and system processes in a manner that is easy to understand and apply. Demonstrates strong written, verbal, and interpersonal communication skills.
• Coaching & Development: Provides constructive feedback, individualized coaching, and targeted development designed to strengthen employee knowledge, confidence, and performance.
• Operational Knowledge: Develops and maintains a strong understanding of mortgage servicing operations, systems, procedures, compliance requirements, and the borrower experience to ensure training accurately reflects how work should be performed.
• Training Effectiveness: Evaluates whether training is producing the intended results through assessments, employee observation, quality results, operational performance, feedback, and post-training follow-up.
• Continuous Improvement: Regularly evaluates training programs, materials, delivery methods, and results to identify opportunities to improve effectiveness, reduce time to proficiency, and strengthen employee performance.
• Instructional Design: Translates policies, procedures, system functionality, regulatory requirements, and operational processes into structured, practical, and engaging learning experiences.
• Critical Thinking & Problem Solving: Identifies the underlying causes of knowledge and performance gaps and determines whether the appropriate solution is training, coaching, process clarification, improved documentation, system enhancement, or escalation to leadership.
• Quality & Accuracy: Maintains a high level of accuracy when developing and delivering training content and ensures materials remain aligned with current Company procedures, regulatory requirements, investor guidelines, and operational practices.
• Planning & Organization: Effectively manages training calendars, new-hire programs, continuing education, competing priorities, content development, assessments, follow-up activities, and special training initiatives.
• Adaptability: Quickly responds to changes in regulations, procedures, technology, client requirements, systems, and business priorities and translates those changes into effective employee training.
• Collaboration: Builds strong partnerships with Operations, Quality Assurance, Compliance, Human Resources, leadership, and subject matter experts to ensure training accurately reflects business requirements and addresses identified performance needs.
• Technology & Innovation: Effectively utilizes learning platforms, presentation tools, servicing systems, artificial intelligence, video, digital learning resources, and other technology to improve the quality, scalability, and effectiveness of training.
• Ownership & Accountability: Takes responsibility for the effectiveness of assigned training programs from development through delivery and post-training evaluation. Proactively follows through on identified gaps rather than considering training complete when the classroom session ends.
• Employee & Borrower Experience Focus: Recognizes that well-trained employees create better borrower and client experiences. Designs and delivers training that reinforces professionalism, empathy, ownership, accuracy, and effective communication.
• Professionalism & Leadership: Demonstrates integrity, sound judgment, confidentiality, positivity, and professionalism while serving as a trusted resource and example for employees throughout the organization.

This position does not have direct supervisory responsibilities; however, the Training & Development Specialist is expected to provide leadership, guidance, coaching, and performance feedback throughout the training and employee development process.

The Specialist is responsible for establishing clear expectations during training, evaluating employee knowledge and demonstrated proficiency, documenting training progress, and communicating identified strengths, concerns, and development needs to the employee's leadership.

The position works closely with managers and supervisors to support employees transitioning from training into production and provides ongoing follow-up to determine whether employees are successfully applying learned skills. When performance or knowledge gaps are identified, the Specialist partners with leadership to develop targeted coaching, refresher training, or additional learning plans.

The Training & Development Specialist may lead training initiatives, coordinate subject matter experts, facilitate cross-functional learning programs, and provide direction during new-hire classes, system implementations, process changes, and other organizational training initiatives.

While the Specialist does not make formal employee performance or disciplinary decisions, the position is expected to provide objective, timely, and well-documented feedback to leadership regarding employee readiness, participation, knowledge retention, demonstrated proficiency, and additional development needs.

• Develop, deliver, and continuously improve comprehensive training programs for new hires, existing team members, and leaders across Mortgage Servicing operations.
• Facilitate engaging instructor-led, virtual, individual, and hands-on training that prepares team members to confidently and accurately perform their assigned responsibilities.
• Own the new-hire training experience from initial orientation through role-specific training, assessment, transition to production, and post-training follow-up.
• Partner with department leaders and subject matter experts to develop role-specific training plans that establish the knowledge, skills, systems, procedures, and performance expectations required for each position.
• Develop and maintain training curricula, facilitator guides, presentations, job aids, process guides, reference materials, assessments, exercises, simulations, and other learning resources.
• Ensure training materials remain accurate and current with Company policies and procedures, regulatory requirements, investor and agency guidelines, client requirements, system enhancements, and operational changes.
• Maintain organized version control and regularly review existing training materials to identify outdated, conflicting, unnecessary, or incomplete content.
• Develop and administer knowledge assessments, practical exercises, system simulations, and proficiency evaluations to measure employee understanding and readiness for production.
• Establish clear proficiency standards for training programs and objectively evaluate whether employees demonstrate the knowledge and skills necessary to successfully transition into their assigned roles.
• Monitor employees following completion of training to evaluate knowledge retention, application of learned skills, and successful transition into production.
• Conduct structured post-training follow-up, including 30-, 60-, and 90-day reviews when appropriate, to evaluate training effectiveness and identify additional development opportunities.
• Partner with operational leadership and Quality Assurance to review quality results, repeat errors, borrower complaints, performance trends, audit findings, and other indicators that may identify training or knowledge gaps.
• Analyze performance issues to determine whether the root cause is a training deficiency, knowledge gap, unclear procedure, system limitation, process breakdown, or individual performance issues.
• Develop and deliver targeted refresher training, remedial training, coaching, and continuing education based on identified performance trends and operational needs.
• Track recurring errors and training opportunities and proactively recommend solutions designed to prevent repeat issues rather than repeatedly correcting individual occurrences.
• Develop training for new systems, system enhancements, processes, products, clients, policies, procedures, regulatory changes, investor requirements, and Company initiatives prior to implementation.
• Participate in implementation and change-management initiatives to ensure training requirements are identified early, and employees are appropriately prepared before operational changes go live.
• Partner with Compliance and operational subject matter experts to translate complex regulatory, investor, agency, and Company requirements into practical training employees can understand and apply.
• Maintain working knowledge of mortgage servicing operations and continually expand subject matter expertise across areas supported by the training function.
• Conduct regular needs assessments with department leadership to identify current and anticipated training needs and develop appropriate learning solutions.
• Maintain an annual and ongoing training calendar that addresses new-hire training, regulatory requirements, continuing education, cross-training, system training, refresher training, and identified operational needs.
• Maintain accurate training records, attendance, assessment results, proficiency documentation, certifications, and other required training documentation.
• Provide leadership with meaningful reporting regarding training activity, completion, assessment results, employee readiness, identified knowledge gaps, post-training performance, and overall training effectiveness.
• Measure the effectiveness of training programs using meaningful performance indicators such as knowledge retention, speed to proficiency, quality results, repeat-error reduction, employee performance, and operational outcomes.
• Solicit feedback from trainees, leaders, and business partners and use that feedback to continuously improve training content and delivery.
• Identify opportunities to reduce the amount of time required for employees to become proficient without sacrificing quality, compliance, employee confidence, or the borrower experience.
• Incorporate adult-learning principles and varied instructional techniques to accommodate different learning styles and improve employee engagement and retention.
• Leverage technology, artificial intelligence, video, interactive learning, knowledge resources, and other modern training tools to improve the effectiveness, consistency, and scalability of employee development.
• Identify opportunities to automate or streamline training administration, content creation, assessments, reporting, and ongoing knowledge reinforcement.
• Promote cross-training and knowledge sharing to strengthen organizational depth, operational flexibility, and business continuity.
• Serve as a trusted training resource for employees and leaders by providing accurate guidance, researching questions, and ensuring unresolved questions are direc