Quality Assurance Officer

Requisition ID: 179586 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. Accountabilities - 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 are providing a positive customer experience. - Perform call evaluations in a timely and consistent basis utilizing Advisor scorecards. - Write coaching memos related to Advisors’ 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, 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. - 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 - 500+ employees, multiple campuses including onshore and offshore - Scotiabank and Tangerine - Support agency partners (examples but not limited to: Teleperformance) - Ability to use and navigate different systems (examples but not limited to: Verint, Avaya, PRM, AS400) **Qualifications**: - Post-secondary education required - Fraud experience preferred - 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) is preferred Working Conditions - Work in a standard office-based environment; non-standard hours are a common occurrence. **Please note this is a 15 Month Contract** Location(s): Canada : Ontario : North York 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.