Bilingual Quality Assurance Specialist

Join a Challenger Being a traditional bank just isn’t our thing, so we challenge ourselves to get creative in providing innovative banking solutions for Canadians. How do we get there? With a talented team of inquisitive and agile challengers that break through the status quo. So, if you’re passionate about redefining the future of banking—while having fun—this could be your next big opportunity. Our company continues to grow, and today we serve more than 670,000 people across Canada through Equitable Bank, Canada’s Challenger Bank™, and have been around for more than 50 years. Equitable Bank’s wholly‑owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people’s lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World’s Best Banks list since 2021. The Work The Bilingual (English and French) Quality Assurance (QA) Specialist is responsible to conduct various random sample and end‑to‑end quality audits for both customer facing and transactional functions. The QA Specialist reviews verbal and written communication with customers, and administrative processing according to departmental and company policies, procedures, performance metrics and criteria set by Management. Assessments are provided to the Mortgage Services Management team, which significantly contributes towards performance results and our ongoing exceptional customer service. The Core Responsibilities Review and score a random sample of verbal and written communication interactions handled by individuals each month to ensure adherence to all applicable policies and procedures Review and score a random sample of administrative transactions processed by individuals each month/quarter to ensure adherence to all applicable policies, procedures, and service levels Complete end‑to‑end review of specified processes that may cross over teams and/or departments Complete audits using departmental procedures and predefined criteria set by Management Provide unbiased, relevant results and feedback to Management team Provide summary reports quarterly to department head Facilitate periodic call quality calibration sessions with Management team to ensure scoring consistency Facilitate quarterly call quality calibration sessions with Management team and external Customer Service vendor Provide recommendations to improve operations and training materials to Management team based on observed trends and results Let’s Talk About You Minimum 2+ years of customer service and/or administration experience in servicing mortgages, loans or other finance related roles Excellent knowledge of the mortgage life cycle, specifically Equitable Bank’s servicing policies, along with a solid understanding of transactional loan processing Post‑secondary education (diploma) Carries out duties with integrity, maintaining a priority and passion towards contributing to quality servicing Exceptional ability to build rapport, resulting in strong interpersonal relationships Robust written and oral communication skills Solid experience using Excel, Word, PowerPoint, and SharePoint in order to build reports, spreadsheets, and presentations to clearly convey results and trends Motivated, detail‑oriented self‑starter with the ability to work independently Ability to manage time effectively while administering multiple priorities Strong mathematical, analytical, and problem‑solving skills Fully bilingual in French and English is required both for verbal and written communication What we offer (For full‑time permanent roles) Competitive discretionary bonus ✨ Market leading RRSP match program