Quality assurance agent

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.