Quality Assurance Specialist, Bilingual – English, French
EQ Bank | Equitable Bank
full-time
Posted on:
Location Type: Hybrid
Location: Toronto • 🇨🇦 Canada
Visit company websiteJob Level
JuniorMid-Level
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceadministrationmortgage life cycletransactional loan processingauditingreportingmathematical skillsanalytical skillsproblem solving
Soft skills
integrityinterpersonal relationshipswritten communicationoral communicationdetail orientedself-startertime managementmotivation
Certifications
post-secondary education diploma