Bilingual Quality Assurance Specialist, Call
3 weeks ago
**Role and Responsibilities**:
**Quality Assurance**
- Conduct weekly / monthly Call and File Quality reviews based on established Residential Mortgage Servicing performance metrics
- Provide feedback and recommendations to the management team based on call and file assessments; report on individual employee adherence to company and client quality goals, business rules and regulations to ensure that employees follow established call handling protocols
- Work with the management team to continually refine Quality Assurance guidelines and recommend changes to the QA process in response to the changing needs of the customer, team members and business
- Assure ongoing compliance with quality and industry regulatory requirements
**Miscellaneous & Special Projects**
- Comply with all internal standards and guidelines as well as all federally and provincially regulated policies and laws as related to PCLMFTA, KYC and Privacy
- Assist with system testing, procedure development, RCSA review, and BRP testing as required
- Participate in team-building exercises, information sessions and external training mandates as required
- Duties as assigned by the Senior Manager Residential Risk & Operations
**Skills and Qualifications**:
- Excellent oral and written communication skills in both French and English, including the ability to provide coaching to team members
- Creativity and innovative problem solving
- Excellent organizational and time management skills
- Exceptional presentation skills in a variety of environments
- The ability to take the initiative and work independently
- Proactively identify opportunities to elevate the QA experience
- Professionalism and integrity
- Strong interpersonal skills that contribute to cross-functional relationship building
- Post-secondary degree, diploma in business or adult education or equivalent experience.
- 2+ years in consumer loan or residential mortgage administration, or origination
**Benefits and Perks**
**Some of the benefits we offer at Intellifi include**:
- Health and Wellness Spending Accounts
- Health, Drug, Vision, and Dental benefits
- Paid vacation, sick days, and personal days (in addition to all civil and statutory holidays)
- RRSP Matching Program
- Maternity / Parental Leave Top Up Program
- Discounted gym memberships
- Travel assistance and EAP
- Business Casual dress code
- Company social events + sport teams
- Hybrid work arrangements
- Education reimbursement
- Training and mentoring programs
- And more
**Who are we?**
Intellifi provides end-to-end solutions for established and emerging lenders in both the residential and commercial space in Canada. By combining data, people, and technology, we meet high consumer demands for faster, simpler solutions. By digitizing and democratizing technology, we ensure simplicity and usability for both our clients and their customers. As industry pioneers with decades of experience, we are passionate about spearheading innovative, creative digital solutions for the Canadian lending industry. Intellifi provides lenders with a selection of products and services from fully outsourced lending operations to niche technology that helps create efficiency in their loan management.
**You will love working here**
Employees tell us that they love that we strike the balance in creating an incredibly professional, yet dynamic and enjoyable corporate culture. We work in a fluid and fast-paced environment that is supportive of energetic and motivated individuals who pride themselves on being flexible and results-driven. Our employees can gain valuable industry exposure, lots of learning opportunities, and truly impact the business. We are committed to providing our people with a challenging and rewarding career because our employees are what set us apart and **we know it**.
**Equal Opportunity Employer**
**We want to hear from you
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