QA Analyst, Lending & Portfolio Services

Peoples Group•Vancouver, BC

2d•CA$60,000 - CA$70,000•Hybrid

About The Position

The QA Analyst is responsible for monitoring and reviewing lending and servicing activities to ensure accuracy, compliance, and adherence to internal policies and service standards. This role supports quality assurance across Payment & Portfolio Services, Mortgage Services, Contact Centre Operations, Annual Reviews, and Renewals. Through regular reviews, testing, and reporting, the QA Analyst identifies errors, process gaps, operational risks, and opportunities for improvement. The role works closely with business teams to strengthen controls, improve customer experience, and support operational excellence across Lending & Portfolio Services.

Requirements

3+ years of experience in quality assurance, operations, loan servicing, banking, lending, mortgages, or a related financial services environment.
Post-secondary education in Business, Finance, Accounting, Economics, or a related field.
Strong understanding of loan servicing, payment processing, portfolio administration, or mortgage operations.
Experience reviewing transactions, documentation, and operational processes for accuracy and compliance.
Strong analytical and problem-solving skills with exceptional attention to detail.
Ability to identify trends, risks, control gaps, and opportunities for process improvement.
Excellent written and verbal communication skills.
Proficiency with Microsoft Office, particularly Excel, Word, and PowerPoint.
Ability to manage multiple priorities and work independently in a fast-paced environment.
Experience in a quality assurance, audit, risk management, compliance, or operational controls role.
Knowledge of banking, consumer lending, commercial lending, or mortgage servicing processes.
Familiarity with regulatory requirements, compliance standards, and internal control frameworks within financial services.

Responsibilities

Perform quality assurance reviews across servicing functions, including Payment & Portfolio Services, Mortgage Services, Contact Centre Operations, Annual Reviews, and Renewals.
Review transactions, documentation, workflows, and customer interactions for accuracy, completeness, and compliance.
Ensure activities are completed in accordance with internal policies, service standards, and regulatory requirements.
Investigate quality issues, operational incidents, customer complaints, and audit findings.
Identify trends, control gaps, and process improvement opportunities.
Prepare reports and communicate findings to management and business partners.
Review customer interactions to assess service quality, accuracy, and compliance.
Identify coaching opportunities, recurring issues, and training needs.
Provide feedback and reporting to support continuous improvement.
Review annual review and renewal activities to ensure they are completed accurately and on time.
Assess documentation, approvals, covenant tracking, and system records for completeness and accuracy.
Escalate exceptions, overdue items, and control concerns as required.
Review payment processing, account maintenance, loan servicing, and portfolio administration activities.
Verify accuracy and adherence to established procedures.
Identify operational risks, processing errors, and opportunities to strengthen controls.
Review borrower and investor-facing documentation for accuracy and compliance.
Assess mortgage servicing activities and issue resolution processes.
Identify errors, risks, and process improvement opportunities.
Support reporting and continuous improvement initiatives.