Supporting a National AMC with Scalable QC Operations
The Client
A national Appraisal Management Company (AMC) providing valuation services to multiple lenders.
The Requirement
Scale QC operations to handle thousands of appraisal orders per month while maintaining consistent quality and meeting aggressive SLAs.
The Challenges
High order volume made manual QC processes inefficient and error-prone. Missed defects could lead to client dissatisfaction, regulatory fines, and reputational damage. The AMC needed a scalable QC partner with expertise to maintain quality while meeting aggressive SLAs during rapid growth.
Our Solution
Deployed a dedicated QC team scaled to support 10,000+ appraisal reviews per month.Implemented a hybrid review model combining technology-based checks with manual appraiser judgment review.Established detailed weekly defect trend reporting to help the AMC take corrective actions with panel appraisers.Maintained strict SLA adherence with < 4-hour turnaround time even during peak demand periods.
The Business Impact We Delivered
50% reduction in client complaints through improved appraisal quality.
98% of appraisals reviewed within agreed timeframe for consistent SLA performance.
65% cost savings with significant reduction in labor costs while maintaining quality.
Operational efficiency gains by freeing up internal resources to focus on client management and growth.
Actionable insights through trend data that led to targeted appraiser training and further error reduction.
Qualifications & Skillsets We Leveraged
Large-scale appraisal quality control expertise, hybrid review methodologies, defect trend analysis, and high-volume operations management with strict SLA adherence.
Technologies Used
Appraisal Review PlatformsQuality Control Management SystemsAutomated Defect Detection ToolsReporting and Analytics Dashboards
Compliance
USPAP (Uniform Standards of Professional Appraisal Practice)
Dodd-Frank Act compliance
State appraisal regulations
Lender-specific quality standards
Security
Secure data transmission and storage for sensitive appraisal documents.
Access controls and user authentication for QC team members.
Regular security audits and compliance monitoring.
Data encryption for all client information and appraisal reports.
The Final Outcome
A scalable QC operation that enabled the AMC to handle rapid growth while improving quality, reducing costs by 65%, and achieving 98% SLA performance. Client feedback: 'With Suntel Global's QC support, we can handle more volume without compromising quality. Their reporting helps us keep our appraiser panel performing at the highest level.' — Director of Operations, National AMC
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