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 Work !
- 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 the 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
