Ingénieur qualité vérifiant la conformité des produits chez Amphenol SOCAPEX. Contribuer à la qualification et à la maintenance des normes de qualité en collaboration avec les équipes internes.
EB
Hybrid Quality Assurance Specialist, Bilingual – English, French
Posted 4 months ago
Responsibilities
- Review and score a random sample of verbal and written communication interactions handled by individuals each month to ensure adherence to all applicable policies and procedures
- Review and score a random sample of administrative transactions processed by individuals each month/quarter to ensure adherence to all applicable policies, procedures, and service levels
- Complete end-to-end review of specified processes that may cross over teams and/or departments
- Complete audits using departmental procedures and predefined criteria set by Management
- Provide unbiased, relevant results and feedback to Management team
- Provide summary reports quarterly to department head
- Facilitate periodic call quality calibration sessions with Management team to ensure scoring consistency
- Facilitate quarterly call quality calibration sessions with Management team and external Customer Service vendor
- Provide recommendations to improve operations and training materials to Management team based on observed trends and results
Requirements
- Minimum 2+ years of customer service and/or administration experience in servicing mortgages, loans or other finance related roles
- Excellent knowledge of the mortgage life cycle, specifically Equitable Bank’s servicing policies, along with a solid understanding of transactional loan processing
- Post-secondary education (diploma)
- Carries out duties with integrity, maintaining a priority and passion towards contributing to quality servicing
- Exceptional ability to build rapport, resulting in strong interpersonal relationships
- Robust written and oral communication skills
- Solid experience using Excel, Word, PowerPoint, and SharePoint in order to build reports, spreadsheets, and presentations to clearly convey results and trends
- Motivated, detail oriented self-starter with the ability to work independently
- Ability to manage time effectively while administering multiple priorities
- Strong mathematical, analytical, and problem solving skills
- Fully bilingual in French and English is required both for verbal and written communication
Benefits
- Competitive discretionary bonus
- Market leading RRSP match program
- Medical, dental, vision, life, and disability benefits
- Employee Share Purchase Plan
- Maternity/Parental top-up while you care for your little one
- Generous vacation policy and personal days
- Virtual events to connect with your fellow colleagues
- Annual professional development allowance and a comprehensive Career Development program
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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