Skip to main content

Quality improvement of 23% & turn time by 5 hours in property search reviews

The Client

Largest Transaction Services Provider to the Mortgage Lending industry


  • Review search packages for ALTA commitment reports
  • Low Customer satisfaction levels: Errors were high (~28%)
  • Turn-Time of over 7 hours


  • Automated checklist to reduce errors
  • State wise specific teams to handle different state regulations
  • 100% internal audits introduced


  • Shift timing variations to manage the volume inflow
  • Incentive structures to increase productivity
  • Initiated constant monitoring of queues and periodic reporting

Value Delivered

  • Quality improvement
    • from 72% to 95.8% (Target = 91%)
  • Reduction in Turn time
  • from 7 hours to 2 hours
Let’s engage