Hybrid Quality Assurance Specialist, Bilingual – English, French

at EQ Bank | Equitable Bank

• Job title: Quality Assurance Specialist, Bilingual – English, French
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Toronto, Canada

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