Quality Assurance Analyst

GENERAL FUNCTION

The QA Analyst plays a crucial role in ensuring exceptional customer service by supporting adherence to established policies, procedures, call, text, and email compliance, as well as federal and provincial regulations within collection practices. Conducting consistent and objective analysis, the analyst enhances the quality of collection communication for the entire team. Accountable to all staff and management ensuring that all staff is adhering to call/text/email control and call/text/email quality expectations by providing timely feedback to supervisors and managers. Collaborating closely with collections supervisors, managers, and identifying trends and opportunities within customer service and collection negotiations, the QA Analyst actively contributes to the continuous refinement of processes.

RESPONSIBILITIES

• Conducting daily monitoring of collection calls, texts, and emails, delivering well-documented feedback to both supervisors and managers.
• Generating reports and feedback tailored for management use
• Providing constructive feedback to supervisors and management, addressing observed trends from monitoring observations
• Identifying trends and training opportunities, making insightful recommendations for impactful changes.
• Fulfilling other assigned duties with dedication and efficiency, ensuring a comprehensive approach to supporting the team's overall objectives.

EDUCATION

• High School diploma/GED, Post-secondary education considered an asset

EXPERIENCE

• 1-2 years of customer service experience preferred, collection experience is an additional plus

SKILLS

• Intermediate-level proficiency in MS Office, focusing on Word and Excel
• Knowledge of provincial collections laws in Canada
• Ability to provide constructive and factual feedback, both written and verbal
• Excellent verbal and written communication skills
• Proactive mindset with a strong work ethic
• Ability to work with minimal supervision in a fast-paced, team-oriented environment

PAY RATE: Upto $55K CAD

Note to Internal Applicants: All internal applicants are required to notify current manager regarding interest in applying for this role.