Quality and Compliance Agent

**QUALITY AND COMPLIANCE AGENT**

Reporting to the Manager of Compliance & Quality Control, the **Quality & Compliance Agent** plays a crucial role in ensuring that all reports meet the required quality and compliance standards before they are initiated and released to clients. This involves meticulous review and verification processes to ensure adherence to company procedures and compliance with regulatory requirements.

The agent is responsible for a variety of tasks, including the assignment of files and the processing of services such as criminal and civil litigation, credit evaluations, and other services offered by the company. This role demands a thorough understanding of company protocols and the ability to execute tasks accurately and efficiently in line with established guidelines.

Key qualifications for the position include exceptional organizational skills and the ability to work autonomously with a high degree of precision. The agent must demonstrate rigorous attention to detail and be capable of working effectively both as part of a team and independently. Strong communication skills are essential, as the role involves interacting with various stakeholders and providing excellent customer service. Additionally, the ability to adapt to a fast-paced and evolving work environment is crucial for success in this role.

**Responsibilities**:
To effectively support the delivery of high-quality services and meet client expectations as outlined in service contracts, the **Quality & Compliance Agent**shall:

- Thoroughly understand the scope and limitations of the mandate provided by the customer.
- Maintain regular follow-up on customer needs and address queries within the designated timeframe.
- Deliver results in accordance with established procedures, and propose alternative research avenues if necessary.
- Processing Canadian Criminal check, Quebec provincial criminal and Canadian Credit Check.
- Adhere strictly to established deadlines.
- Ensure compliance with company confidentiality and security standards at all times.
- Verify and confirm all information submitted by the customer.
- Perform data entry tasks as required.
- Ensure that all necessary documents are attached to the customer's request.
- Forward files to the Verification team as required.
- Obtain and manage necessary consent documents for requested verifications.
- Collaborate with team members to deliver exceptional customer service.
- Foster and maintain positive relationships with co-workers and superiors.
- Keep equipment and the work environment clean and in good working condition.
- Seek advice from superiors for guidance on complex issues and report any problem situations.
- Perform other duties as assigned by supervisors to support departmental objectives and contribute to team success.

**Required Qualifications**:
**_Knowledge and Education_
- Hold a minimum of a high school diploma or an equivalent qualification from a recognized Canadian institution.
- Excellent verbal and written communication skills in the official languages (Quebec-French / Ontario-English); bilingualism is considered a strong asset.
- Experience, Skills and Abilities_
- A minimum of one (1) year of experience in customer service.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook), with the ability to effectively utilize these tools for documentation, data analysis, and communication.
- Strong organizational skills with the ability to work autonomously and maintain attention to detail.
- Capable of clearly communicating research results.
- Excellent verbal and written communication skills.
- Ability to work effectively both as part of a team and independently.
- Adaptability to work in a dynamic and evolving environment.