We are hiring for this position out of our Toronto, Vancouver and Calgary offices. Successful candidates who apply outside of these areas will be expected to relocate and reside in a location that is within a commutable distance.
About the role:
The QA Analyst is responsible for monitoring and reviewing lending and servicing activities to ensure accuracy, compliance, and adherence to internal policies and service standards. This role supports quality assurance across Payment & Portfolio Services, Mortgage Services, Contact Centre Operations, Annual Reviews, and Renewals.
Through regular reviews, testing, and reporting, the QA Analyst identifies errors, process gaps, operational risks, and opportunities for improvement. The role works closely with business teams to strengthen controls, improve customer experience, and support operational excellence across Lending & Portfolio Services.
About the day-to-day:
Quality Assurance & Compliance
- Perform quality assurance reviews across servicing functions, including Payment & Portfolio Services, Mortgage Services, Contact Centre Operations, Annual Reviews, and Renewals.
- Review transactions, documentation, workflows, and customer interactions for accuracy, completeness, and compliance.
- Ensure activities are completed in accordance with internal policies, service standards, and regulatory requirements.
- Investigate quality issues, operational incidents, customer complaints, and audit findings.
- Identify trends, control gaps, and process improvement opportunities.
- Prepare reports and communicate findings to management and business partners.
Contact Centre Quality Reviews
- Review customer interactions to assess service quality, accuracy, and compliance.
- Identify coaching opportunities, recurring issues, and training needs.
- Provide feedback and reporting to support continuous improvement.
Annual Reviews & Renewals
- Review annual review and renewal activities to ensure they are completed accurately and on time.
- Assess documentation, approvals, covenant tracking, and system records for completeness and accuracy.
- Escalate exceptions, overdue items, and control concerns as required.
Payment & Portfolio Services Reviews
- Review payment processing, account maintenance, loan servicing, and portfolio administration activities.
- Verify accuracy and adherence to established procedures.
- Identify operational risks, processing errors, and opportunities to strengthen controls.
Mortgage Services Reviews
- Review borrower and investor-facing documentation for accuracy and compliance.
- Assess mortgage servicing activities and issue resolution processes.
- Identify errors, risks, and process improvement opportunities.
- Support reporting and continuous improvement initiatives.
About the qualifications:
- 3+ years of experience in quality assurance, operations, loan servicing, banking, lending, mortgages, or a related financial services environment.
- Post-secondary education in Business, Finance, Accounting, Economics, or a related field.
- Strong understanding of loan servicing, payment processing, portfolio administration, or mortgage operations.
- Experience reviewing transactions, documentation, and operational processes for accuracy and compliance.
- Strong analytical and problem-solving skills with exceptional attention to detail.
- Ability to identify trends, risks, control gaps, and opportunities for process improvement.
- Excellent written and verbal communication skills.
- Proficiency with Microsoft Office, particularly Excel, Word, and PowerPoint.
- Ability to manage multiple priorities and work independently in a fast-paced environment.
- Experience in a quality assurance, audit, risk management, compliance, or operational controls role.
- Knowledge of banking, consumer lending, commercial lending, or mortgage servicing processes.
- Familiarity with regulatory requirements, compliance standards, and internal control frameworks within financial services.
About us:
Peoples Group is a trusted financial services company for the innovators at the forefront of Canada’s economic future. With offices in Vancouver, Calgary and Toronto, we are driving change by working alongside challenger banks, fintechs, brokers, and merchants to foster a dynamic and competitive financial ecosystem.
Our culture is built on four core behaviors: Grit to Grow, Connect to Collaborate, Putting Clients First, and Owning the Outcome. We believe people do not simply choose a company to work for—they choose a company that makes a positive impact in the lives of Canadians. Above all, we value people, build meaningful relationships, focus on individual strengths, and approach our work with passion.
About the work environment:
Peoples Group offers a flexible and hybrid work environment. In this role you will work a combination of in-office and remotely from home. Typically, you'll be working regular business hours, Monday to Friday between 8:00am and 4:30pm with flexibility around start/end times.
We offer:
- A hybrid work environment, enabling you to balance your personal and professional life seamlessly.
- Competitive salaries, profit sharing, RRSP matching and benefits from day one.
- Generous paid time off to help achieve a healthy work-life balance.
- A commitment to your well-being in five key areas: Financial, Physical, Social, Career, and Community.
Hiring process:
If your application is selected, you will be invited for a first interview with one of our Talent Acquisition Business Partners. Depending on the role, interviews may be conducted virtually or in-person. The hiring team will communicate any in-person requirements throughout the process.
Compensation:
The expected salary for this role is approximately $60,000.00 - $70,000.00 annually. Actual compensation may vary based on experience, skills, and qualifications.
NOTE: This job posting is for an existing vacancy. Peoples Group is an Equal Employment Opportunity employer. Please accept our utmost appreciation for your interest; however, only those applicants under consideration will be contacted.
We value and celebrate individuality while fostering an inclusive workplace for everyone. If there's any way we can support or accommodate you during the selection process, please don't hesitate to let us know.
