Junior Quality Assurance Analyst

2 weeks ago

North York, Canada Farber Full time

**Company Information**

One of Canada's oldest and most respected debt solution providers. We help people and businesses get out of debt and start rebuilding their lives and businesses again. We also provide tax dispute resolution, through our team of tax lawyers and ex-CRA advisors. Established in 1979, Farber has over 250 employees in over 94 offices across Eastern and Western Canada, having helped over 100,000 Canadians get out of debt and solve their tax disputes.

And now we’re embarking on our next stage of significant growth. To do that, we need experienced, energized, and agile team members to play critical roles in helping us reach our ambitious goals so we can better serve Canadians in need.

**Position Summary**

We are looking for a highly motivated and driven Junior Quality Assurance Analyst. The Junior Quality Assurance Analyst is responsible for monitoring and reporting on various measures of quality at Farber. Their responsibility is to evaluate performance, identify and communicate appropriate corrective measures in a timely manner. The Analyst will also contribute to the achievement of strategic objectives such as improving the client experience and collaborate with the team to establish a departmental vision, strategic plan, implement quality control systems, policies, and procedures to ensure quality throughout Farber. The Quality Assurance Analyst plays a crucial role in maintaining high-quality standards and improving the overall quality performance at Farber.

**Major Responsibilities**
- Ensure the firm’s Standard Operating Procedures are followed and provide reports on Quality Assurance for all teams in front line Operations
- Build extensive knowledge of internal processes and goals, and evaluate quality for teams
- Monitor process compliance, calls, and other communications
- Assess and evaluate a set number of scorecards per month with regular 1 on 1 coaching
- Provide direct and indirect coaching opportunities to maximize communication results
- Ensure data is adequately captured in reporting tools
- Develop monthly reports that highlight trends in performance
- Liaise with Leadership to ensure our Debt Solutions Managers are delivering an exceptional customer service experience, with equally high levels of compliance
- Understand and escalate complex and unusual situations to the appropriate resources

**Knowledge, Skills, and Abilities**
- Attention to detail
- Ability to coach and guide on the quality standards of various groups and/o management
- Ability to communicate the expectations and quality standards for front line operations
- Impeccable time management and multitasking ability
- Must be team oriented, posses’ strong interpersonal skills and work well within cross-functional teams

**Qualifications**
- Post-secondary degree or diploma in a similar or related field
- Sales training or experience
- Knowledge of Microsoft Suite of programs

**Compensation, Benefits, and Perks**

To ensure we attract and retain top talent, we offer competitive compensation and benefits which we continually review and update to meet the evolving needs of our people.
As a part of our team, you will receive:

- hybrid work arrangements
- vacation days based on experience and years of service
- wellness days
- extended health and dental coverage
- life insurance
- long-term disability
- company-matching retirement savings plan option
- financial support for professional development
- employee Assistance Program and mental health resources
- exclusive access to perks and discounts

**Our Commitment to Inclusion, Diversity, and Equity**

At Farber, we’re in the business of helping people—and this ethos extends not only to our clients, but to our employees, partners, and the communities in which we work. Behind IDEA is our commitment to take action and to deliver an inclusive, diverse, and equitable experience for everyone. Our commitment also shapes our corporate culture and hiring practices.

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