Quality Assurance Analyst

Scotiabank; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

Join a purpose-driven team at a leading bank in the Americas, where your contributions will enhance customer relationships and drive quality assurance in fraud management. This role offers the opportunity to engage with senior leadership and collaborate with a diverse team, ensuring adherence to policies while maximizing recoveries. You'll be part of a high-performance environment that champions innovation and inclusivity, making a significant impact in a dynamic financial services landscape. If you're passionate about creating positive customer experiences and fostering a culture of excellence, this position is perfect for you.

Qualifications

• Minimum 1 year of experience in the financial services industry or in Fraud.
• Knowledge of the Bank's fraud policies and procedures.

Responsibilities

• Conduct call evaluations and write coaching memos for Advisors/Analysts.
• Prepare reports on QA standards and support business partners.

Skills

Effective communication skills

Ability to engage with senior leadership teams

Ability to prioritize tasks

Ability to maintain confidentiality

Education

Post-secondary education

Job description

Requisition ID: 214515

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose
Contributes to the overall success of Canada Fraud Management Quality Assurance, confirming specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted follow governing regulations, internal policies and procedures.

Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
• Contributes to maximizing recoveries by ensuring all policies and procedures, authority limits are followed, and that Advisors/Analysts are providing a positive customer experience.
• Perform call evaluations in a timely and consistent basis utilizing Advisor/Analyst scorecards.
• Write coaching memos related to Advisors’/Analysts’ adherence to QA standards when appropriate that are clear, concise and fact based.
• Identify and support leadership on clarification and implementation of the QA standards as outlined by their leadership teams and support through sharing of best practices.
• Prepare reports or other forms of documentation that communicate Advisor/Analyst, team and site trends in relation to QA standards.
• Support business partners through leading call calibrations, actively participating in huddles, coaching leadership teams, contributing to coaching sessions, touch bases and meetings.
• Ensure all tracking/documentation are completed in a timely manner.
• If necessary, participate and support in compliance and audit reviews.
• Maintain confidentiality of both our customer’s information and of our Advisors/Analysts.
• Perform other duties as assigned.
• Contribute to a positive team environment driving empowerment, innovation and high degree of engagement.
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.
• Champions a high-performance environment and contributes to an inclusive work environment.

Education / Experience

• Post-secondary education with minimum 1 year of experience in the financial services industry or in Fraud.
• Knowledge of the Banks fraud policies and procedures.
• Knowledge of the Banks products and services.
• Effective communication skills (written and verbal).
• Ability to engage with senior leadership teams.
• Able to collaborate with team members situated on-site and remotely.
• Ability to prioritize tasks/understand urgency.
• Ability to maintain confidentiality.

Working Conditions

• Work in a standard office-based environment; non-standard hours are a common occurrence. Limited travel domestically may be required.
• 12 month contract.

Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.