Bilingual ( French) Senior Quality Assurance Analyst- Montreal

Scotiabank•Montreal, QC

4d•Onsite

About The Position

Global Transaction Banking (GTB) is the payments and transaction engine of Scotiabank, supporting Small Business, Commercial, and Corporate clients with treasury management solutions and a best-in-class service model. As businesses evolve their digital capabilities and operating models, their payment needs change. GTB offers innovative banking solutions to help clients achieve operational efficiencies, streamline payments, improve working capital, and mitigate financial risk. This role is part of a fast-growing team with a focus on the Americas, seeking top talent to complement the organization. The purpose of this role is to conduct call quality and other assurance testing to support Scotiabank’s Small Business, Corporate & Commercial client and operation teams. This involves executing quality reviews for new hires and existing staff across Client Service and Operations teams to ensure a high level of knowledge and confidence in Scotiabank’s Global Transaction Banking products and services, ultimately improving client satisfaction, reducing average handling times, and enhancing first call resolution.

Requirements

Fluency in French both written and verbal will be highly considered.
Strong product knowledge of Scotiabank’s Global Transaction Banking’s product and services.
Strong communication skills (oral and written) as a critical means of evaluating staff and maximize feedback to staff.
Aptitude for managing multiple simultaneous projects with competing priorities; inherent ability to provide timely updates under pressure.
Strong ability to separate daily activities into tasks that require self-action in order to provide exceptional client integration.
Expert computer skills - Microsoft Word, Excel, PowerPoint.
Experience with Verint and/or Genesys is an asset.

Responsibilities

Conduct call quality reviews and other quality assurance testing that provides information critical to assessing process execution and client experience.
Meet service level requirements of delivering quality assessments on time to management and support teams.
Document new and existing procedures relating to quality assurance standards and best practices.
Perform data entry and data research activities relating to quality and performance.
Prepare and conduct quarterly presentations related to Quality Assurance for each line of business.
Respond to requests and escalations from management and key stakeholders.
Execute and provide recommendations for process improvements and/or operating procedures.
Calibrate performance standards with staff and management for each line of business.
Provide the highest quality feedback to all Client Service and Operations staff.
Ensure a thorough understanding of the Global Transaction Banking products and services.
Ensure all staff feel confident supporting clients and internal partners.
Deliver on SLAs provided by internal business teams.
Provide recommendations to operational or content designers to improve training and client experience.
Identify the need for additional tools/resourcing to maximize quality of service delivery by staff.
Observe and report staff performance issues including knowledge gaps or conduct issues during training sessions.
Act as an ongoing resource within all areas of Global Transaction Banking and internal bank departments.
Participate in the creation and maintenance of training documentation for Global Transaction Banking - Learning and Development.
Deliver Quality Assurance training to internal partners, as needed, using various channels on assessed needs.
Evaluate processes and documentation with the potential to make the internal operation of the department more efficient and providing recommendations to management.