Bilingual QA Specialist – Mortgage & Service (Hybrid)

EQ Bank | Equitable Bank; Toronto; Hybrid; CAD 60,000 - 75,000; Full time

Job summary

A leading financial institution in Toronto seeks a Bilingual QA Specialist responsible for conducting quality audits on customer interactions and services. Candidates should have at least 2 years of experience in customer service, especially in mortgages. This full-time position offers competitive benefits, including a discretionary bonus, RRSP matching, and a comprehensive health plan. The role is hybrid with time spent in the office.

Benefits

Competitive discretionary bonus

Market leading RRSP match program

Medical, dental, vision, life, and disability benefits

Employee Share Purchase Plan

Maternity/Parental top-up

Generous vacation policy

Virtual events

Professional development allowance

Qualifications

• Minimum 2+ years of customer service and/or administration experience in servicing mortgages.
• Exceptional ability to build rapport and communicate effectively with stakeholders.
• Strong mathematical and problem-solving skills.

Responsibilities

• Conduct quality audits on customer interactions and administrative transactions.
• Provide unbiased results and feedback to management.
• Facilitate call quality calibration sessions with management.

Skills

Customer service experience

Mortgage life cycle knowledge

Written communication

Verbal communication

Analytical skills

Education

Post-secondary education (diploma)

Tools

Excel

Word

PowerPoint

SharePoint

Job description

A leading financial institution in Toronto seeks a Bilingual QA Specialist responsible for conducting quality audits on customer interactions and services. Candidates should have at least 2 years of experience in customer service, especially in mortgages. This full-time position offers competitive benefits, including a discretionary bonus, RRSP matching, and a comprehensive health plan. The role is hybrid with time spent in the office.