Quality assurance agent
2 weeks ago
Job purpose
Reporting to the CAQ Supervisor, the Quality Assurance Agent's main mandate is to ensure the quality of files and support his/her superior in meeting deadlines and departmental objectives. He/she must have a critical analytical mind and demonstrate rigor and leadership skills.
Duties and responsibilities
- Listening to calls to identify gaps and areas for improvement in processes and their application by department employees;
- Check e-mails sent to customers and identify improvements required;
- Monitor employee compliance with procedures;
- Ensure implementation of procedural changes;
- Establish and maintain various controls to ensure compliance with departmental objectives and deadlines;
- Prepare statistical reports of quality control results by employee;
- Produce statistical reports requested by supervisors for the department and/or for a specific employee;
- Record checks in a file and report to supervisors;
- Work with supervisor to improve processes and achieve department objectives;
- Reviews customer files, transactions and communications, noting any points of non-compliance which are then passed on to the technical team leader;
- Works with the supervisor in the development, review, deployment and maintenance of business unit processes and procedures;
- Actively participates in the training and coaching of team members, always applying and respecting previously established quality standards and rules;
- Responsible for creating and updating training documents;
- Meet productivity and quality standards;
- Carry out any other tasks assigned by the immediate superior or related to the position.
Knowledge and skills required
- Mastery of the customer statement in our CRM;
- Mastery of credit approval standards and practices
- Fast execution and interpretation;
- Excellent knowledge of the Microsoft Office suite;
- Experience in a credit or banking department;
- Fluency in French and English, both spoken and written.
Does this job offer appeal to you? Do you think you're the right person for us?
Please send us your curriculum vitae :
We thank all applicants for their interest. Only those candidates selected for an interview will be contacted.
The use of the masculine form in this description is intended solely to lighten the text.
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