Quality Analyst

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

📋 Description

• Assess residential mortgage files and associated documents for precision, completeness, adherence to policies, and safeguarding the Bank’s interests in the property.

• Ensure that residential mortgages are established in alignment with underwriting standards, credit policies, and compliance regulations.

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

• Contribute insights on workflow modifications, process enhancements, and system upgrades.

• Supply managers with trend analyses, monthly reports, and representative progress updates.

• Communicate processing discrepancies to representatives.

• Collaborate with On-the-Job Trainers to pinpoint development and training opportunities while evaluating training effectiveness.

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

• Recognize frequently made errors and provide trend analysis.

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

• Offer constructive feedback to staff and assist in performance management through formal and informal training, timely feedback, and procedural updates.

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

• Organize daily operations and scheduling for the QC group.

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

• Undertake additional responsibilities as assigned.

⛳️ Requirements

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

• Demonstrated subject matter expertise in all business unit administrative systems.

• Strong comprehension of the interconnections between processing systems.

• Excellent written and verbal communication abilities.

• Capability to provide effective and tactful feedback and coaching.

• Knowledge and experience in documentation, including familiarity with documentation standards and procedures.

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

• Analytical, problem-solving, and customer service aptitude.

• Ability to interpret customer needs and resolve issues effectively.

• Self-motivated and capable of working with minimal supervision.

• Skills, experience, and professional networks to enhance staff performance and professionalism objectives.

• Capacity to initiate and engage in procedural enhancements and process modifications.

• Basic understanding of products.

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

• Bilingualism (English and French) is an asset; proficiency in both languages will be required if the successful candidate is in Québec.

🏝️ Benefits

• Flexible environment that promotes well-being and inclusion.

• Health insurance.

• Dental insurance.

• Mental health benefits.

• Vision insurance.

• Short-term disability insurance.

• Long-term disability insurance.

• Life insurance.

• AD&D insurance.

• Adoption/surrogacy benefits.

• Wellness benefits.

• Employee/family assistance programs.

• Retirement savings plans.

• Pension.

• Global share ownership plan with employer matching contributions.

• Financial education and counseling resources.

• Paid holidays.

• Vacation.

• Personal days.

• Sick days.

• Statutory leaves of absence.

• Incentive programs and compensation tied to business and individual performance.