QA Specialist

MCAP at a Glance

Joining MCAP means you will be a part of our diverse workforce of highly talented individuals who are recognized for their expertise and success! At MCAP, your professional expertise, commitment to teamwork and passion for service excellence are recognized and rewarded with competitive total rewards offering, a career with continuous learning and development (formal & informal training), and exciting opportunities in a dynamic, entrepreneurial environment.

The Role

This position is responsible for collecting data from internal and external sources, to conduct process audits, calls and email monitoring for all business units under the Servicing umbrella. The results of these reviews are provided to the appropriate business unit head to allow management to take the appropriate actions to ensure accurate and consistent service to all borrowers.

Quality Assurance, Process Review & Reporting

• Perform call, email and interaction based reviews to ensure staff adheres to established standards.
• Audit key processes and related controls against existing policies and documented business procedures.
• Complete an audit scorecard in relation to the accuracy and service standard. Scores to be used by the business unit heads to assist in managing existing controls and compliance responsibilities.
• Provide feedback for managers to use in their coaching of staff.
• Raise any unusual findings immediately with the appropriate manager to stem any further recurrences.
• Keep current on policies and procedures relating to borrowers, lenders and investors.

What You Bring To The Team

• Experience in the Call Centre environment is an asset.
• Previous Quality Assurance experience is an asset.
• Sound understanding of Mortgage Operations
• Understands business and business systems.
• Proficient with Outlook, MS Office, Genesys.
• Analytic/systematic thinker
• Detail oriented!
• Desire to continuously learn and improve what and how we do.
• An optimist who supports what is right and helps to fix what is wrong.
• Exceptional oral and written communication skills
• Excellent organizational and time-management skills
• Ability to multi-task in a fast-paced environment
• Strong analytical and problem-solving skills.
• Proven ability to foster relationships.
• Strong customer service skills.
• Self-driven, motivated with the ability to work independently and in a team environment.
• Carries out duties with integrity and takes responsibility for actions.
• Bilingual communication in French is an asset.

If this sounds like you and you are looking to be a part of one of Canada’s largest independent mortgage finance companies, then we want to hear from you!

Be A Part Of Something Great

MCAP is Canada’s largest independent Mortgage Finance company with over $150 billion in assets under management providing mortgage solutions for residential and commercial properties. For over 35 years, MCAP originates, trades, securitizes and services mortgages in offices across Canada. MCAP originates residential mortgages exclusively through the mortgage broker channel as we believe that a professional mortgage broker is a consumer's best option and MCAP actively promotes the services of mortgage brokers across the country. MCAP is also a leader in the Canadian residential construction lending market with over 25 years in the business. Our teams of dedicated professionals serve a variety of developer, construction and lender clients across Canada.

Position #: req1862

Employment Status: Permanent Full Time

Location: Canada Wide; Canada Wide

Number Of Openings: 1

Department: Shared Services

Internal Job Title: QA Specialist

Salary Range: $45,000 - $50,000

The above information in this description has been designed to indicate the general nature and level of work performed by employees in the position. It is not designated to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

MCAP provides equal opportunities for all applicants and is committed to fostering an inclusive, accessible environment, where all employees feel valued, respected and supported throughout the recruitment and employment process. If you require accommodation, we will work with you to meet your needs.