Title:  Bilingual Quality Assurance Analyst

Requisition ID: 258555

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

Position Title: Bilingual Quality Assurance Analyst

As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration. 

Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape! 

What you will be doing:          

Contributes to the overall success of the Service and Sales (Quality and Analytics) in Canada ensuring specific individual goals, plans, initiatives are executed/ delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Is this role right for you? In this role, you will: 

• Champion a customer‑focused, high‑performance, and inclusive culture aligned with the Bank’s Values, Code of Conduct, and Global Sales Principles.
• Ensure Quality Management (QM) consistency and adherence by calibrating monthly to defined standards and leading or participating in regular calibration sessions.
• Conduct targeted Agent‑Client interaction assessments to support baseline quality monitoring and Outlier Agent Improvement Programs (English and French, where applicable).
• Manage QM program logistics, including calibration scheduling, call sampling, and setting weekly and monthly productivity targets.
• Monitor, analyze, and report Agent and Team quality trends using QM tools, dashboards, and management reports.
• Design, maintain, and enhance quality scorecards and QM tools, including customized scorecards for outlier performance metrics (e.g., AHT, FCR, SPC).
• Provide timely, professional feedback to Everyday Banking Managers to support effective Agent coaching and overall team performance.
• Partner with Managers to develop and execute individualized development plans for outlier Agents to improve behavior, efficiency, consistency, and productivity.
• Identify Agent knowledge gaps, complaint drivers, and process improvement opportunities, escalating insights to management, training, and project teams.
• Support Everyday Banking, mutual fund, and mortgage products while contributing to special projects, product launches, communications, and risk and compliance obligations.

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have: 

•             Minimum 1-2 years of work experience in a sales atmosphere

•             1-2 years in a client service capacity

•             1-3 years of work experience preferably in a Call Centre or banking environment

•             Completion of CSC or IFIC is preferable

•             Strong communication skills in both English and French

What's in it for you? 

• You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success! 

• You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders. 

• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*. 

• You belong here, we are equal and un-complicated. Bring your true self to work.  

• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors. 

*Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees) 

Location(s):  Canada : New Brunswick : Moncton || Canada : Ontario : North York

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.