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Quality Assurance Specialist


NCC - Sales
Mississauga, Ontario

Are you passionate about helping people achieve greatness and unlock their potential, providing examples of high-level efforts in the quality role, have a strong attention to detail and critical decision-making skills? If yes, this position is for you! You’ll join the Call Center Operations Team, where we will work to provide continued growth at the NSSC as well as onboard and train new hires through trend analysis, and call monitoring to name a few.

What will you do as a Quality Assurance Specialist?

  • Complete the assigned Quality Control Audits for the staff of CLAO as assigned by the Manager, Underwriting Support within the timelines required as per department guidelines
  • Submit the completed Quality Control Audits to the Manager, Underwriting Support for actioning
  • Provide actionable data to various internal support groups as needed
  • Provide feedback to CLAO Team Managers
  • Prepare and analyzes internal and external reports for management staff review
  • Assist the Team Manager, Underwriting Support with the completion of various internal tracking reports daily (i.e. LUO Audit Results Report, PIP Management Training Updates, etc.)
  • Provide insight and recommendations for changes to existing policies, procedures and/or work flow processes
  • Assist the Manager, Underwriting Support with the implementation of new (and changes to any) policies and procedures in a live environment fluidly so that workflow is not disrupted
  • Assist where required in the delivery of annual recertification courses for all members of the CLAO Team
  • Assist the Team Manager, Underwriting Support in communicating with Team Managers, CLAO to identify training needs
  • Assist the Team Manager, Underwriting Support in conducting job training for new hires in CLAO
  • Assist the Team Manager, Underwriting Support in conducting underwriting training for the retail network as requested
  • Accuracy in completion of the monthly Quality Control Audits as assigned

What are we looking for?

  • Possess a strong knowledge and understanding of all Loan Underwriting, Secured Lending and Cumulative Policies and Procedures
  • High level of computer literacy, Intermediate to Advance skill level in Microsoft Office Suite (Excel, Word and Outlook)
  • Highly developed oral and written communication skills
  • Able to work under pressure and in a fast-paced environment
  • Ability to plan, multi-task and manage time effectively
  • Strong problem solving and critical thinking skills
  • Able to make decisions independently
  • Able to interact with CLAO frontline staff and mid-level Management
  • Reflect a positive and mature attitude towards teammates, peers, other employees and customers
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