Bilingual ( French) Senior Quality Assurance Analyst- Montreal

Description du poste

Requisition ID: 265194
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Global Transaction Banking

Global Transaction Banking (GTB) is the payments and transaction engine of Scotiabank. We support Small Business, Commercial and Corporate clients with effective treasury management solutions coupled with a best-in-class service model, making it easy for clients to do business with us.

As businesses build their digital capabilities and transform their operating models, their payment needs are evolving too. Boasting a unique global footprint, GTB’s comprehensive suite of innovative banking solutions help our business clients generate operational efficiencies, streamline and simplify payments, improve working capital performance, and mitigate financial risk.

At Scotiabank, we embrace your strengths, ideas, and ambitions. GTB is a fast-growing team with a focus on the Americas, particularly Canada, the U.S., Mexico, and we are seeking top tier talent to complement our organization.

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

Purpose

To conduct call quality and other assurance testing supporting Scotiabank’s Small Business, Corporate & Commercial client and operation teams. This role will be responsible for executing quality reviews for all new hires and existing staff across all Client Service and Operations teams. This ensures a high level of knowledge and confidence in using Scotiabank’s Global Transaction Banking products and services, improves client satisfaction, reduces average handling times, and first call resolution.

Ce que vous allez faire

Individuals interested in this role will be required to demonstrate:

• The highest quality feedback to all Client Service and Operations staff.
• A thorough understanding of the Global Transaction Banking products and services.
• Ensuring all staff feel confident supporting clients and internal partners.
• The ability to deliver on SLAs provided by our internal business teams.
• Providing recommendations to operational or content designers to improve the training and client experience.
• Identifying the need for additional tools/resourcing to maximize quality of service delivery by staff.
• Observing and reporting staff performance issues including knowledge gaps or conduct issues during training sessions.

Contribute to enhancing the competitiveness, marketability, and sale of Global Transaction Banking products by supporting internal partner, sales, and support team training by:

• Acting as an ongoing resource within all areas of Global Transaction Banking and internal bank departments.
• Participating in creation and maintenance of training documentation for Global Transaction Banking - Learning and Development.
• Delivering Quality Assurance training to internal partners, as needed, using various channels on assessed needs.
• Evaluating processes and documentation with the potential to make the internal operation of the department more efficient and providing recommendations to management.

Responsibilities include:

• 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.

Ce que vous apportez

• 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.

#LI-Onsite #GTB

Intéressé ?

If your experience is closely related but doesn’t align perfectly with every qualification, we do encourage you to apply - you might be the right candidate for this or other roles at Scotiabank!
At Scotiabank, every employee is empowered to reach their fullest potential, respected for who they are and, embraced for their differences. That’s why we work to grow and diversify talent and engage employees in a performance-oriented culture.

Ce que nous offrons

Scotiabank wants you to be able to bring your best self to work – and life, every day. With a focus on holistic well-being, our many flexible benefit programs are designed to help support your unique family, financial, physical, mental, and social health needs.