Quality Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Review residential mortgage files and associated documentation for accuracy, completeness, and compliance with underwriting policies and standards.

• Ensure residential mortgages are established in accordance with policies and safeguard the bank's interest in the property.

• Assess transactions for compliance with company policies and procedures.

• Identify, quantify, and analyze root causes of discrepancies.

• Contribute insights on workflow modifications, processing optimizations, and system enhancements.

• Provide managers with trend analysis, monthly reports, and updates on representative progress.

• Communicate processing discrepancies to representatives.

• Collaborate with On-the-Job Trainers to recognize development and training opportunities, along with evaluating training effectiveness.

• Participate in department staff meetings to address processing challenges and clarification measures.

• Identify frequently occurring errors and provide trend analysis.

• Act as a subject matter expert to assist processing associates.

• Offer feedback to staff and aid performance management through training, timely feedback, and procedural updates.

• Document process changes and notify the team of significant updates.

• Coordinate daily operations and schedules for the QC group.

• Address first-level escalations from processing staff in Manila, Cebu, Portsmouth, or Boston.

• Perform additional duties as assigned.

⛳️ Requirements

• Previous experience as a processor with over 12 months of operational experience.

• Subject matter expertise in all administrative systems within the business unit.

• Strong understanding of the interconnections between processing systems.

• Excellent written and verbal communication abilities.

• Capability to provide constructive, tactful feedback and coaching.

• Knowledge and experience in documentation.

• Familiarity with documentation standards and procedures.

• Exceptional organizational, prioritization, time management, and multitasking skills.

• Strong analytical, problem-solving, and customer service skills.

• Ability to interpret customer needs and resolve issues effectively.

• Self-motivated with the ability to work with minimal supervision.

• Capability to support staff in achieving performance and professionalism goals.

• Willingness to initiate and engage in procedural enhancements and process changes.

• Basic knowledge of products.

• Post-secondary education or a high school diploma along with equivalent business experience.

• Bilingualism in English and French is advantageous; required in Québec to assist clients from various provinces outside Québec.

🏝️ Benefits

• Flexible environment promoting well-being and inclusion.

• Opportunities for learning and career advancement.

• Health insurance coverage.

• Dental insurance coverage.

• Mental health benefits.

• Vision insurance coverage.

• Short- and long-term disability insurance.

• Life and AD&D insurance coverage.

• Adoption/surrogacy benefits.

• Wellness benefits.

• Employee/family assistance programs.

• Retirement savings plans, including pension options.

• Global share ownership plan with employer matching contributions.

• Financial education and counseling resources.

• Paid holidays, vacation, personal, and sick days.

• Statutory leaves of absence.

• Incentive compensation linked to business and individual performance.