Quality Assurance Officer

4 weeks ago

Toronto, Canada Scotiabank Full time

Requisition ID: 193939

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

**Purpose**

Contributes to the overall success of Canada Fraud Management Quality Assurance, confirming specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted follow governing regulations, internal policies and procedures.

**Is this role right for you? In this role you will**:

- Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Contributes to maximizing recoveries by ensuring all policies and procedures, authority limits are followed, and that Advisors/Analysts are providing a positive customer experience.
- Perform call evaluations in a timely and consistent basis utilizing Advisor/Analyst scorecards.
- Write coaching memos related to Advisors’/Analysts’ adherence to QA standards when appropriate that are clear, concise and fact based.
- Identify and support leadership on clarification and implementation of the QA standards as outlined by their leadership teams and support through sharing of best practices.
- Prepare reports or other forms of documentation that communicate Advisor/Analyst, team and site trends in relation to QA standards.
- Support business partners through leading call calibrations, actively participating in huddles, coaching leadership teams, contributing to coaching sessions, touch bases and meetings.
- Ensure all tracking/documentation are completed in a timely manner.
- If necessary, participate and support in compliance and audit reviews.
- Maintain confidentiality of both our customer’s information and of our Advisors/Analysts
- Perform other duties as assigned.
- Contribute to a positive team environment driving empowerment, innovation and high degree of engagement.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
- Champions a high-performance environment and contributes to an inclusive work environment

**Dimensions**
- Support of Canada Fraud which would include both customer facing and non-customer facing teams of 500+ employees, multiple campuses including onshore and offshore
- Ability to use and navigate different systems (examples but not limited to: Verint, Avaya, PRM, AS400)

**Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have**:

- Post-secondary education with minimum 1 year of experience in the financial services industry or in Fraud.
- Knowledge of the Banks fraud policies and procedures
- Knowledge of the Banks products and services
- Effective communication skills (written and verbal)
- Strong Attention to detail
- Ability to engage with senior leadership teams
- Able to collaborate with team members situated on-site and remotely
- Ability to prioritize tasks/understand urgency
- Ability to maintain confidentiality
- Bilingual (English/French) preferred

**Working Conditions**
- Work in a standard office-based environment; non-standard hours are a common occurrence. Limited travel domestically may be required.

Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

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