This position involves the quality assurance of all inbound and outbound calls through live and recorded call monitoring and scoring as well as proper notation and maintenance of records through file audits.  Primary goal is to identify areas of opportunity to improve overall quality and to ensure compliance with client directives, federal and provincial regulatory requirements and company policies and procedures.  

In addition, the Quality Assurance Officer tests and approves trainees for release to production. The Quality Assurance Officer will report to the Manager of Compliance.   

Duties include, but not limited to: 

  •  Monitor and score phone calls based on set parameters 
  •  Perform daily, weekly and monthly file audits 
  •  Identify infractions and trends based on policies and procedures
  •  Provide ongoing feedback to management 
  •  Preparing, updating, retrieving data for reporting purposes 
  •  Providing requested information to senior management 
  •  Other duties as assigned by Compliance Manager or Director


  • Minimum 1-year experience in a collection’s role preferred 
  • Bilingualism in English and French is required 
  • Demonstrated knowledge of regulatory and legislative requirements as well as client and company policies and procedures 
  • Working knowledge of Microsoft Office Suite
  • Excellent written and verbal communication skills 
  • Proven ability to meet deadlines 
  • Quick learner and able to adapt to changes well
  • Strong organizational skills and ability to prioritize
  • Team oriented individual who is also an independent worker and a self-starter
  • Ability to maintain a high level of confidentiality