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Senior Bilingual Quality Assurance Specialst (Non-Technical) in Toronto at Hyundai Capital America

Date Posted: 5/24/2018

Job Snapshot

Job Description

The Senior Bilingual Analyst, Quality Assurance will report into the Manager, Operations Support and is responsible for monitoring the business activities of the Operations department (Originations, Collections, Lease-end, Payment Processing) to ensure operational execution is efficient, results-oriented, and consistently interpreted.  This role will support the development of long term strategic initiatives for HCCA Operations; create a customer-oriented culture, best operational practices and infrastructure for all functions in operations to ensure effective process controls are in place.  Additional responsibilities will include recommending design changes to systems, process, policy, and procedure as appropriate. 

  • Lead design and development efforts for centralized training/employee certification programs
  • Plan, manage and ensure Quality Assurance reviews are performed for the Operations department and develop effective sampling methods to evaluate adherence to policy:
    • Sample and audit business activities in all areas of the Operations department to measure compliance with Policies & Procedures (P&P), Legal, and Regulatory guidelines
    • Sample and evaluate phone interactions for customer service scores 
    • Special reviews to analyze process-related issues for root cause factors and provide recommendations for redesign and enhancements (business requirements, story boarding, detailed process flows, and system user acceptance training support)
  • Ensure Quality Assurance provides relevant feedback, clarification, decision calibration insights, and training support
  • Monitor proficiencies of new department employees to assess skill level progression
  • Coach and mentor staff to contribute to staff meetings, department huddles, etc.
  • Coordinate the development of Quality Assurance, to meet the needs of a growing finance business
  • Work with multiple departments to support/test process enhancements
  • Work closely with Manager, Operations Support to ensure enhancements have effective controls and P&P, Training Materials, and Job Aids are maintained
  • Coordinate special reviews to research trends and identify root causes
  • Provide analysis of findings and recommended solutions to the Operations department’s leadership
  • Design and build tailored presentations based on audience requirements (Audience Examples: HCCA Executive Management, HCA, HCS, HMA, KMA, and Dealers)


  • Bachelor’s degree or equivalent experience preferred
  • 5 years prior work experience as a quality analyst or related position
  • 5 years related auto finance/captive finance industry experience (Operations.)
  • Solid experience developing and implementing quality assurance review plans and drafting policy and procedures
  • Understanding of applicable legal and regulatory compliance is an asset
  • Strategic planning and critical thinking skills for solution identification
  • Solid quantitative, qualitative and analytical skills
  • Resourceful and innovative problem-solving skills
  • Self-directed and results oriented with emphasis on attention to detail
  • Excellent verbal and written communication skills
  • Bilingual in French and English is required

Primary Location:  Canada-Ontario-Toronto
Work Locations:  
CAN - Toronto (HCCA)
123 Front Street West, 10th Floor
10th Floor
Toronto, M5J 2M3

Job:  Underwriting Op.
Job Type:  Regular
Job Level:  Individual Contributor
Schedule:  Full-time
Job Posting:  Apr 20, 2018