Quality and Compliance Agent

2 weeks ago

Montréal, Canada MINTZ GLOBAL SCREENING INC Full time

Reporting to the Manager of Compliance & Quality Control, the **Quality & Compliance Agent** is primarily responsible for the assurance of quality & compliance of a report prior to it being initiated and prior to it being released to the client. The agent must make sure to treat all services in accordance to the company procedures and understand and respect the instructions given by their superiors. The agent is responsible for assigning files and processing services. These services mainly include criminal and civil litigation, credit files and other services offered by the company.

The Quality & Compliance Agent must have good work organization skills, demonstrate a high level of autonomy, be rigorous and be able to work both in a team and individually. They must have very good communication skills, offer customer service that is above average and be able to work in an environment that is constantly changing.

**Responsibilities**:
To provide customer service in accordance with the standards and to the specific service contracts, the **Quality & Compliance Agent** shall:

- Clearly understand the nature and limits of the mandate given by the customer
- Follow up regularly on customer needs and respond to queries within this timeframe
- Deliver results to the customer in accordance with established procedures, and suggest other avenues of research if necessary
- Respect established deadlines
- Ensure compliance with company confidentiality and security standards
- Confirm all information submitted by the customer
- Perform data entry, where necessary
- Ensure that all required documents are attached to the customer's request
- Forward files to Verification team as required
- Obtain necessary consent documents for requested verification
- Work with team members to ensure excellent customer service
- Maintain good relations with co-workers and superiors
- Keep equipment and work environment clean and operational
- Refer to superior for advice and answers to questions, and advise of problem situations
- Carry out any other task assigned by a superior

**Required Qualifications**:

- Knowledge and Education_
- Degree of a college/high school recognized in Canada
- Bilingual (English and French) considered a strong asset
- Experience, Skills and Abilities_
- Minimum of 1 to 2 (one to two) years' experience in customer service
- Excellent computer skills, web, a conventional database, or other tool to perform audits
- Strong organizational skills, autonomy, detail-oriented
- Capacity to clearly communicate research results
- Good verbal and written communication skills
- Aptitude to work both in a team and individually
- Ability to work in a changing environment

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