Quality Assurance Specialist, Bilingual (English and French

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🩺  Medical, dental, vision, life, and disability benefits📝  Employee Share Purchase Plan👶🏽 Maternity/Parental top-up while you care for your little one🏝 Generous vacation policy and personal days 🖥  Virtual events to connect with your fellow colleagues🎓  Annual professional development allowance and a comprehensive Career Development program💛  A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 2200-25 Ontario Street, Toronto, ON.  Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well. 
We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.  We can’t wait to get to know you!