QA Analyst with Performance Testing
Found in: Jooble CA O C2 - 2 weeks ago
Momentum Financial Services Group, formerly Money Mart Financial Services, is a leading provider of financial services in North America. Backed by a retail network of over 400 locations, we provide access to cash and related products to help our customers achieve their goals. We operate retail locations in local communities and cities across Canada under the Money Mart brand and in Quebec as Insta Cheques and in United States as Money Mart and The Check Cashing Store.
We serve millions of people annually with diverse and innovative financial products and services. Through this ever-evolving suite of services, we empower customers to manage their finances and improve their lives. Wherever customers are on their financial journey, Momentum Financial Services Group provides solutions.
We believe in giving back to the communities where we live and work. With the generous support of our customers and staff, we proudly contribute over two hundred & fifty thousand dollars annually to charities and non-profit organizations, along with using our time and talent to serve in local communities throughout Canada and the United States. We embrace diversity and offer a fast-paced work environment.
The QA Analyst plays a crucial role in ensuring exceptional customer service by supporting adherence to established policies, procedures, call, text, and email compliance, as well as federal and provincial regulations within collection practices. Conducting consistent and objective analysis, the analyst enhances the quality of collection communication for the entire team. Accountable to all staff and management ensuring that all staff is adhering to call/text/email control and call/text/email quality expectations by providing timely feedback to supervisors and managers. Collaborating closely with collections supervisors, managers, and identifying trends and opportunities within customer service and collection negotiations, the QA Analyst actively contributes to the continuous refinement of processes.
Conducting daily monitoring of collection calls, texts, and emails, delivering well-documented feedback to both supervisors and managers.
Providing constructive feedback to supervisors and management, addressing observed trends from monitoring observations
Identifying trends and training opportunities, making insightful recommendations for impactful changes.
High School diploma/GED, Post-secondary education considered an asset
1-2 years of customer service experience preferred, collection experience is an additional plus
Intermediate-level proficiency in MS Office, focusing on Word and Excel
Knowledge of provincial collections laws in Canada
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