Senior Manager, Quality Assurance (Operations)

goeasy Ltd.; Mississauga; Hybrid; CAD 115,000 - 155,000; Full time

Benefits offered by this job

RRSP matching

Employee Share Purchase Plan

Annual bonus

Staff discount

Job summary

goeasy is seeking a Senior Manager, Quality Assurance to design and lead a data-enabled QA program across Centralized Operations, including customer service, sales, underwriting, and collections. You will shape governance, coaching, and metrics, using AI and speech analytics to drive continuous improvement in customer experiences.

You will partner with Risk, Compliance, Product, Analytics, Technology, and frontline leaders to elevate quality standards, reduce risk, and enable strong performance

Qualifications

• 5–10 years in Quality Assurance, Operations, or related fields.
• Experience leading QA programs and teams.
• Experience with reporting and data visualization tools.

Responsibilities

• Design and scale a data-enabled QA program across Centralized Operations.
• Shape QA operating model: governance, scorecards, sampling, calibration, reporting.
• Lead and coach QA professionals to drive customer-focused improvements.
• Use AI-enabled monitoring and analytics to identify trends and gaps.
• Develop clear reporting and data visuals for leadership to act on.

Skills

Data analytics

Leadership

Stakeholder management

Quality culture

Communication

Education

Bachelor's degree in Business/Analytics/Engineering

Tools

Power BI

Tableau

Excel

Job description

Join one of Canada’s fastest-growing companies and be part of something extraordinary – welcome togoeasy! Atgoeasy, our people and culture are at the heart of everything we do, and we’re proud to be recognized for it. We’ve earned prestigious accolades such asWaterstone Canada’s Most Admired Corporate Cultures,Canada’s Top Growing Companies, and theTSX30, highlighting us as one ofthe top performers on the TSX. We’re also honoured to be named a Greater Toronto Top Employer and recognized by Great Place to Work® as having the Best Workplaces for Women & Most Trusted Executive Teams, and included on TIME Magazine’s 2025 list of Canada’s Best Companies. These honours reflect our commitment to fostering an inclusive, high-performance culture where talent thrives and innovation drives us forward.

As one of Canada’s leading alternative consumer lenders, we’re passionate about helping everyday Canadians create a brighter future. Our vision is to provide a path to a better tomorrow, today. We offer a full range of products, including non-prime leasing, unsecured and secured loans, and point-of-sale financing through easyhome,easyfinancial, andLendCare.

If you're seeking an exciting, high-growth environment where your contributions truly matter, we want to hear from you! Join us, and together, let's create a future of financial empowerment.

Build a tech-enabled quality engine powered by AI, analytics, speech insights, and real-time reporting. Help goeasy see more, learn faster, and raise the bar for customers, teams, and the business. As our Operations organization grows, we are investing in stronger quality practices that help us deliver consistent customer experiences, strengthen controls, identify emerging risks, and continuously improve how work gets done.

The Senior Manager, Quality Assurance will build and lead a tech-enabled QA program across Centralized Operations, using AI-enabled monitoring, speech and interaction analytics, dashboards, and quality insights to help teams see issues earlier, coach more effectively, and continuously improve. This is a high-impact people leadership role for someone who can create structure from ambiguity, turn data into action, and make quality a source of confidence, learning, and competitive advantage at goeasy.

What will you be doing?

• Design, build, and scale a data-enabled Quality Assurance program across Centralized Operations, including customer service, sales, underwriting, collections, administration, and other priority processes.
• Shape the QA operating model, including governance, scorecards, sampling, calibration, reporting, escalation paths, and team routines.
• Build, lead, coach, and develop a team of QA professionals with a culture of customer focus, ownership, disciplined problem solving, and continuous improvement.
• Use AI-enabled monitoring, speech and interaction analytics, dashboards, and quality insights to identify trends, control gaps, customer impacts, and improvement opportunities.
• Develop clear reporting and data visualizations that help leaders understand performance, isolate root causes, and make better decisions.
• Define what “great” looks like across customer interactions and operational processes, including accuracy, customer treatment, communication quality, compliance, risk management, and resolution effectiveness.
• Translate QA insights into practical action through coaching, training, process improvement, policy updates, and performance routines.
• Partner with Operations, Risk, Compliance, Product, Analytics, Technology, Training, and frontline leadership to improve how work is performed and how issues are resolved.
• Develop a QA maturity roadmap that moves the function from monitoring to prevention, predictive insight, automation, and continuous improvement.

What experience do you have?

• 5 to 10 years of experience in Quality Assurance, Operations, Customer Experience, Risk Management, Compliance, Process Improvement, Contact Centre Management, Business Transformation, or a related field.
• Proven experience leading people, coaching teams, building performance routines, and developing high-performing talent.
• Experience building, scaling, or improving QA programs, quality frameworks, scorecards, calibration routines, monitoring practices, or operational controls.
• Strong analytical skills, with the ability to leverage data, KPIs, quality results, and customer insights to identify issues, diagnose root causes, and drive performance improvements.
• Experience with reporting and data visualization tools such as Power BI, Tableau, Excel, or similar platforms.
• Familiarity with AI-enabled quality tools, automation, speech analytics, interaction analytics, call monitoring platforms, or text analytics.
• Strong communication and stakeholder management skills, with the ability to influence senior leaders, frontline teams, and cross-functional partners.
• Experience in financial services, lending, customer operations, contact centres, collections, sales, underwriting, or other regulated environments is considered an asset.
• A degree in Business, Operations, Analytics, Mathematics, Engineering, Risk Management, or a related field is preferred; relevant quality, risk, project management, or continuous improvement certifications are considered assets.

We offer a Flexible Work Program that provides you the ability to work three days onsite per week, from our Mississauga office.

$115,000.00 – $155,250.00 CAD (includes base salary and bonus)

We’re committed to attracting and rewarding top talent. Our compensation ranges are thoughtfully designed to reflect market competitiveness, internal equity, and the experience and impact each candidate brings to the role.

At goeasy, we believe transparency fosters trust — and that rewarding performance with fair, competitive pay and meaningful growth opportunities is key to our success.

Should your total compensation expectations fall above the posted range, we still encourage you to apply. If selected for an interview, you’ll have the opportunity to discuss this with our recruitment team, as there may be flexibility based on your background and overall fit. Total compensation includes base salary and bonus.

This posting is for an existing vacancy within our team.

Why should you work for goeasy?

Financial Benefits

• RRSP matching and Employee Share Purchase Plan programs.
• Annual bonus that rewards your hard work and dedication.
• Employee discounts on furniture, electronics, and appliances.
• MAT & PAT leave top-up.
• Expand your financial knowledge through engaging Financial Literacy Learning opportunities.

Health And Lifestyle

• Enjoy company-paid volunteer days to give back to the community.
• Access 24/7 healthcare with Virtual Doctor Appointments.
• Personalize your benefits with a flexible modular benefits package.
• Stay fit and energized with exclusive access to our on-site private gym at our head office.

Employee Perks

• Fuel your growth with the Tuition Assistance Program.
• Double the impact of your generosity with Company Matched Charitable Donations.
• Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.
• Enjoy a state-of-the-art office space with perks like a games room, a healthy snack program, a fitness studio, free gated parking, and more!

Diversity, Inclusion, And Equal Opportunity Employment

At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. goeasy is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. As an equal opportunity employer, we are committed to providing accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. Please let the talent acquisition team know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.

Additional Information

All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire. We thank all interested applicants; however, we will only be contacting those for interview who possess the skills and qualifications outlined above.