Quality Analyst - Process Improvement

** WHO WE ARE
** Home Equity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we’re passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, with a range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage product.

** OUR VALUES, OUR PASSION
** At Home Equity Bank, our values drive and inspire our actions with our customers, our partners and each other.
* Customer-Focused. Passionate Advocates
* Courage to Act. Do the Right Thing
* One Team. One Vision
* Think Long-Term. Ever-Evolving
* Be Exceptional. Inspire Greatness
** POSITION SUMMARY
** This role is responsible for overseeing the Quality and Compliance of the Customer Success teams where the key responsibilities are to perform rigorous Quality Checks and risk management activities such as monitoring KRI’s, assessing root causes and working cross functionally with other departments to ensure all compliance and risk assessment needs are met.
** MAJOR ELEMENTS OF

THE ROLE
**** Quality Assurance:
*** Develop and maintain quality assurance testing plans and share testing plans, methodology and results with risk, compliance, and internal audit.
* Conduct Quality Assurance activities, including, but not limited to, call listening quality checks, email, SMS, and chat quality checks.
* Monitor and review controls;
Develop action plans to address identified issues and control gaps
* Conduct process adherence checks and deviations from SOPs
* Develop or optimize CX standard operating procedures (SOPs) as necessary
* Create a report and share QA results and recommendations
* Regularly consult management and review risk, compliance, and internal audit testing results to determine appropriate quality assurance testing plan updates.
** Risk Assessments:
*** Conduct Risk Control Assessments where required (RCSA, RCM, Third party, New Initiatives, etc.)
* Monitor and perform testing on key controls and deliver timely reporting on New Initiative Risk Assessments (NIRA’s) to help ensure an effective and efficient internal control environment within CX.
* Participate in independent reviews and challenge of risk assessments
* Perform root cause analysis, Identify and report on risk trends and emerging risks
* Review risk and compliance risk assessment reports for accuracy and completeness
*
* Cross-Functional Collaboration:

*** Collaborate and work closely with risk and compliance teams and other internal and external stakeholders on all risk and compliance management program elements.
* Support regulatory change readiness, escalated control gaps and facilitate timely opening of action plans
* Participate in forums/community of practice
* Manage and coordinate response with risk and compliance, internal audit, regulatory examinations or third-party independent reviews
** SKILLS AND EXPERIENCE REQUIRED**
* ** Regulatory Knowledge**:
Strong understanding of banking regulations, such as AML (Anti-Money Laundering), KYC (Know Your Customer), and GDPR (General Data Protection Regulation)
* ** Analytical Skills**:
Ability to assess data, identify trends, and analyze processes to ensure compliance with banking standards and regulations.
* ** Attention to Detail**: A keen eye for identifying discrepancies or potential compliance risks in documentation, processes, or financial data.
* ** Risk Management**:
Expertise in identifying, assessing, and mitigating compliance risks, ensuring that the bank operates within its legal and ethical framework.
* ** Communication Skills**:
Ability to clearly communicate findings, regulatory updates, and recommendations to both technical and non-technical stakeholders, including senior management.
* ** Problem-Solving Abilities**:
Skill in identifying issues and proposing actionable solutions that align with compliance and regulatory requirements.
* ** Data Management**:
Proficiency in handling large datasets, ensuring accuracy in reports, and using tools like Excel, SQL, or other reporting tools for data analysis and presentation.
* ** Ethical…