Quality Assurance Analyst

3 weeks ago

Ottawa, Canada Momentum Financial Services Group Full time

Momentum Financial Services Group, formerly Money Mart Financial Services, is a leading provider of financial services in North America. For 40 years we've been committed to providing financial solutions that meet the evolving needs of consumers and business owners.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.

Our highly skilled workforce puts customers first in everything we do. 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 are looking for aspiring, passionate people who are dedicated to understanding and providing our customers with the right financial solutions utilizing a growing menu of products and services. We embrace diversity and offer a fast-paced work environment.

Job Description

GENERAL FUNCTION

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.

RESPONSIBILITIES

  • Conducting daily monitoring of collection calls, texts, and emails, delivering well-documented feedback to both supervisors and managers.
  • Generating reports and feedback tailored for management use
  • Providing constructive feedback to supervisors and management, addressing observed trends from monitoring observations
  • Identifying trends and training opportunities, making insightful recommendations for impactful changes.
  • Fulfilling other assigned duties with dedication and efficiency, ensuring a comprehensive approach to supporting the team's overall objectives.
Qualifications

EDUCATION

  • High School diploma/GED, Post-secondary education considered an asset

EXPERIENCE

  • 1-2 years of customer service experience preferred, collection experience is an additional plus

SKILLS

  • Intermediate-level proficiency in MS Office, focusing on Word and Excel
  • Knowledge of provincial collections laws in Canada
  • Ability to provide constructive and factual feedback, both written and verbal
  • Excellent verbal and written communication skills
  • Proactive mindset with a strong work ethic
  • Ability to work with minimal supervision in a fast-paced, team-oriented environment
Additional Information

Note to Internal Applicants: All internal applicants are required to notify current manager regarding interest in applying for this role.

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