Quality Assurance Analyst, Lending, Level 1

Job Post Start
CA-ON-North York
Job Type
Regular Full-Time
Client Business Support - 1011

Job Description

Department Summary:


Client Business Support (CBS) is a client focused processing department that enables the bank to demonstrate that a virtual bank can offer superior client experience by efficiently and effectively delivering on the promises made to our clients. The CBS department is made up of several teams; each team plays a unique role in providing support for both Deposit/Chequing and Lending products. The following teams along with their specialized focus is what makes Client Business Support an integral piece of our organization:

  • Account Opening
  • Registered Products, Statements and Year- End
  • Mutual Funds and Cannex
  • Payments
  • Estates
  • Lending
  • Quality Assurance

Overall, Client Business Support is committed to delivering a 'Wow' experience…while we do not speak directly with our clients…we make sure we deliver on promises made to our clients!

Role Purpose:

The Quality Assurance Analyst of Lending, Level 1 is responsible for monitoring, evaluating and recommending improvements, while ensuring Tangerine policies and procedures are followed for our Credit products. The role’s key function is the identification, measurement, monitoring and mitigation of our credit products. The Quality Assurance Analyst will report directly to the Manager of Business Compliance.

Role Accountabilities:

  • Monitor and evaluate the quality of mortgage and credit account applications and transactions, as it relates to accuracy.
  • Document quality issues and performance measures for management review.
  • Provide information to assist in the feedback and coaching process of individuals processing all transactions, client request completion and the collection of appropriate supporting documentation.
  •      Developing timely and meaningful reports and assessments.
  • Independently validate and verify various mortgage documents.
  • Assist in the design of the quality assurance checklists in conjunction with staff and management.
  • Maintain current knowledge of all Tangerine systems, policies, processes and guidelines; including industry developments to effectively identify measure, monitor and mitigate risks.
  • Identify and minimize obstacles that challenge individual and team performance, critically important to diagnose and analyze problems.
  • Recommendations for improvements to policies or procedures based on quality assurance trends analysis.
  • Input to any redesign of the Tangerine Policies and Procedures for mortgage and credit accounts manuals.
  • Continuous contact throughout the day with departmental management and line staff.
  • Communicating and providing feedback at various levels in enhancing processes and procedures.
  • Ability to lead projects independently.
  • Other duties as assigned. 


Minimum Qualifications:  


    • University or College Degree in Business discipline is an asset
    • 3-5 years of prior Underwriting as well as other mortgage related experience


Technical Skills

    • French language skills would also be considered an asset
    • Basic Knowledge of Microsoft Office (e.g. Microsoft Word, PowerPoint, Excel)
    • Strong analytical skills and decision-making



    • Ability to prioritize and multi-task concurrent activities while meeting deliverables and timelines
    • Ability to build strong working relationships and work effectively at all levels
    • Ability to work in a busy and constantly changing environment
    • Demonstrates personal motivation by displaying initiative identifying opportunities for continuous improvement of policies and procedures


    • Good time management and organizational skills
    • Excellent verbal and written communication skills
    • Flexible and adaptable to change
    • Detail oriented with accuracy and quality
    • Professional proficiency in all aspects of the business
    • Handles stress, demonstrating patience, sensitivity and courtesy with all staff
    • Works well as part of team by offering assistance to others within the group


Working Conditions:                                  

The Quality Assurance Analyst, Lending, Level 1 will be working in a traditional office environment and may be subject to special working conditions as needed by the business. Special working conditions may cover a range of circumstances from regular evening and weekend work, overtime, shift work, working outdoors and/or working with challenging clients.


Direct reports:




Disability Accommodation:

Tangerine will make reasonable accommodations for the known physical or mental disabilities of an otherwise qualified employee or applicant for employment, unless undue hardship to Tangerine would result. Any applicant or employee who requires accommodation in order to perform the essential functions of a job should contact Human Resources or his or her supervisor.


Managing Risk:

All members of the Tangerine Team are responsible for managing risk and compliance within their departments. As such, employees should maintain and demonstrate the highest standards of integrity and ethical conduct in accordance with Tangerine policies, guidelines and directions.


Tangerine is an equal opportunity employer.



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