Bilingual (English/French) Senior Quality Assurance Analyst- Montreal
On-siteMontréal, Quebec, Canada
Job Summary
Conduct call quality reviews and other quality assurance testing to assess process execution and client experience for Scotiabank's Global Transaction Banking teams. Execute quality assessments on time, document new and existing procedures, and perform data entry and research activities. Prepare and conduct quarterly presentations, respond to management escalations, and execute recommendations for process improvements. Calibrate performance standards with staff and management while providing feedback to ensure staff confidence in using banking products. Identify training needs and deliver quality assurance training to internal partners using various channels.
Required Qualifications
- Fluency in French both written and verbal
- Strong product knowledge of Scotiabank's Global Transaction Banking's product and services
- Strong communication skills (oral and written)
- 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
- Expert computer skills - Microsoft Word, Excel, PowerPoint
- Experience with Verint and/or Genesys
Desired Qualifications
- Fluency in French both written and verbal will be highly considered
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