Quality assurance agent
4 weeks ago
Job purpose
Reporting to the CAQ Supervisor, the Quality Assurance Agent's main mandate is to ensure the quality of files and support his/her superior in meeting deadlines and departmental objectives. He/she must have a critical analytical mind and demonstrate rigor and leadership skills.
Duties and responsibilities
- Listening to calls to identify gaps and areas for improvement in processes and their application by department employees;
- Check e-mails sent to customers and identify improvements required;
- Monitor employee compliance with procedures;
- Ensure implementation of procedural changes;
- Establish and maintain various controls to ensure compliance with departmental objectives and deadlines;
- Prepare statistical reports of quality control results by employee;
- Produce statistical reports requested by supervisors for the department and/or for a specific employee;
- Record checks in a file and report to supervisors;
- Work with supervisor to improve processes and achieve department objectives;
- Reviews customer files, transactions and communications, noting any points of non-compliance which are then passed on to the technical team leader;
- Works with the supervisor in the development, review, deployment and maintenance of business unit processes and procedures;
- Actively participates in the training and coaching of team members, always applying and respecting previously established quality standards and rules;
- Responsible for creating and updating training documents;
- Meet productivity and quality standards;
- Carry out any other tasks assigned by the immediate superior or related to the position.
Knowledge and skills required
- Mastery of the customer statement in our CRM;
- Mastery of credit approval standards and practices
- Fast execution and interpretation;
- Excellent knowledge of the Microsoft Office suite;
- Experience in a credit or banking department;
- Fluency in French and English, both spoken and written.
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