Compliance Coordinator

4 weeks ago

Toronto, Canada ACTION COLLECTIONS AND RECEIVABLES MANAGEMENT Full time

Action Collections & Receivables Management (ACRM) is one of the fastest growing collection agencies in Canada. Due to our ongoing success and growth, we are in the process of expanding our call centre in St Laurent, Quebec.

We currently provide collection services to a broad range of Canadian corporations. Our clients have come to rely on ACRM for proven results and assistance in managing their portfolios, including many of Canada’s largest banks, leasing companies, utilities, and the government sector.

ACRM is seeking a **Quality Assurance & Compliance Officer **- a leader who wants to work alongside great talent and create a positive work experience for their team. We are focused on continuous improvement, which creates development opportunities, engaged feedback, and increased contributions. Our goal is to continue to be a leader in our industry, and deliver results.

**Role Summary**

As a critical member of our Compliance department, you will be responsible for leading and developing our call centre agents to deliver an exceptional level of service to our clients, and most importantly; identify ways to improve systems and processes.

**Key Responsibilities**
- Listening to calls, calibrating calls with a pass/fail outcome, conducting file audits
- Reviewing call calibration and file audit results with call centre agents and provide feedback on best practices and ways to improve.
- Enforce ACRM’s Corrective Disciplinary Action Policy where required.
- Ensure all employees understand and comply with all of the organization’s objectives, performance standards, and policies
- Working with other supervisors and management team members to support and train call centre agents.
- Responding to inquiries from Clients, Ministry, BBB, and/or other regulatory parties
- Develop procedures, policies, and standards if/when required; assisting with/providing input on RFPs
- Training and Development; motivate and encourage through communication and feedback

**To succeed in this role, you should have the following skills or experience**:

- 5+ years of experience working in a call centre environment (preferred)
- 2+ years of experience in a Quality Assurance/Compliance/Training and Development role (preferred)
- Must be a highly organized multitasker, with the ability to manage multiple projects simultaneously
- Superb written and verbal communications skills, proactive, problem-solving, results-oriented attitude
- Accountable, reliable, self-starter, motivated
- Able to maintain the highest level of confidentiality
- Complies with all organizational policies
- Strong attention detail.
- Able to work in a dynamic environment
- Strong interpersonal skills
- Able to work well independently and collaborate with others to improve overall standards of work and service.

Pay: $40,000.00-$48,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Life insurance

Schedule:

- 8 hour shift

Work Location: In person

Expected start date: 2021-12-01

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