Analyst, Centralized Collections Quality Assurance

Fairstone View all jobs

  • Montreal, QC
  • Permanent
  • Full-time
  • 22 days ago
Who we are:Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals. Over the years, our brand family has grown. In 2024, Home Trust Company, Home Bank and Oaken Financial became part of the Fairstone Bank family of brands, alongside Fairstone, EdenPark and Fig.Together, we are the leading alternative lending bank in Canada. We have the collective experience and expertise to better serve our customers and foster our partners’ growth. With a diverse suite of products—residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending—we offer financial solutions tailored to all Canadians, including newcomers, small-business owners, smart investors and savvy consumers.Backed by nearly a century of lending experience through its legacy companies, Fairstone Bank and its brand family are proud to be Canada’s leading alternative lending bank. ​About the role:We’re looking for a detail‑oriented Quality Assurance Analyst to strengthen call quality across our agency partners. The Quality Assurance Specialist will support the Centralized Collections Management team in overseeing and maintaining all quality and compliance objectives for all our internal and external centers. The quality specialist will also support the development of resources, organizational activities and processes to support delivery of products and services. Activities include call monitoring, monthly compliance audits for all internal processes, continuous improvement of all processes, practices and systems within the organization in order to assist in achieving business goals through optimal organizational performance.Key Responsibilities
  • Random Call Evaluations: Conduct 5 call audits per agency per week (or agreed cadence), selected at random, using the company scoring rubric and compliance guidelines.
  • Agency Support & Coaching: Partner with agencies to resolve quality gaps, clarify standards, and address areas of difficulty with clear, actionable guidance.
  • Lead Calibrations: Facilitate calibration sessions with internal Auto teams and agencies to align scoring, definitions, and expectations.
  • Performs “side-by-side coaching” for quality and process evaluation with staff to identify process improvements
  • Tips & Best Practices: Provide tips, tricks, and guidelines to agents and QA teams that improve call handling, compliance, and customer experience.
  • Process & Guideline Improvement: Identify systemic issues and propose updates to QA processes, scoring rubrics, and playbooks; document changes and drive adoption.
  • Calibration Summaries: After each calibration, send a concise summary (decisions, scoring changes, examples, action items, owners, timelines).
  • Monthly Reporting: Deliver monthly performance reports to each agency showing their results, calibration outcomes, trends, and recommended actions.
  • Strengths & Opportunities: Highlight strengths and areas to improve (per agency and overall), with specific examples and targeted recommendations.
  • Proactive Improvement: Actively identify potential risks, gaps, and opportunities for improvement in processes, guidelines, and agency performance before issues arise.
What we’re looking for:
  • 2–4 years in Quality Assurance, Compliance, or Contact Center Operations (Collections experience is an asset)
  • Strong facilitation skills for calibrations with external partners
  • Excellent analytical and communication skills; ability to turn data into clear narratives
  • Familiarity with QA scorecards, call recording tools, and calibration methodologies
  • High attention to detail; confident documenting processes and driving change
  • Proven ability to multitask, prioritize workload and meet deadlines
  • High School Diploma or GED or equivalent experience
  • Excellent verbal and written communication skills in English and French (required)
  • The ability to communicate in English is essential to fulfill the primary responsibilities of the position, which includes providing service and support to a national, bilingual client base
  • Knowledge of all provincial compliance regulations for call quality assurance
What you’ll love about working here:
  • Award-Winning Culture: We’re proud to be recognized as a Great Place to Work Canada 2025 and one of Montreal’s Top Employers 2025 by Canada’s Top 100 Employers.
  • Work-Life Balance: Enjoy flexibility with our hybrid work model designed to support your lifestyle.
  • Time to Recharge: Generous vacation based on your role, statutory holidays, plus 6 wellness days to prioritize your well-being.
  • Compensation Package: Competitive base salary plus an annual incentive bonus tied to performance.
  • Comprehensive Benefits: Robust health and dental coverage through Manulife, as well as virtual healthcare through Dialogue.
  • Future-Ready Savings: Group Retirement Savings Plan with up to 7% employer match.
  • Exclusive Perks: Discounts from top retailers via WorkPerks, plus location-based perks like gym memberships and Toronto Bike Share.
  • On-Site Fitness: Gym access at our London and Montreal offices.
  • Continuous Growth: Education Assistance Program and Fairstone Academy for training and skill development.
  • Family Support: Parental leave top-up program to help you during life’s big moments.
  • Community Impact: One paid volunteer day to give back to causes that matter to you.
  • For more information on who we are as an employer
If what you read excites you, we’d like to hear from you! Please submit your application and we’ll contact you if you become selected for first stages of the interview process.Learn more:Follow us on LinkedIn:If you have a preferred language for communication, please kindly inform us whether you prefer French or English on your application.Fairstone is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.Time Type: Full timeJob Type: Permanent

Fairstone