What’s in it for you as an employee of QFG?

• Health & wellbeing resources and programs

• Paid vacation, personal, and sick days for work-life balance

• Competitive compensation and benefits packages

• Work-life balance in a hybrid environment with at least 3 days in office

• Career growth and development opportunities

• Opportunities to contribute to community causes

• Work with diverse team members in an inclusive and collaborative environment

This job posting is for an existing vacancy.

We’re looking for our next Senior Intraday Dialer Analyst - Enterprise Collections. Could It Be You?

The Senior Intraday Dialer Analyst is responsible for optimizing real-time dialer operations to support the Collections team. This role ensures the effective utilization of dialing systems, maximizes agent productivity, and achieves departmental goals by analyzing performance metrics, making intraday adjustments, and maintaining compliance with regulatory standards.

Need more details? Keep reading…

In this role, responsibilities include but are not limited to:

• Monitor and manage the dialer system (e.g., predictive, preview, or manual modes) to ensure optimal performance.

• Adjust intraday pacing strategies, campaign priorities, and system parameters in real-time based on call volumes, agent availability, and business needs.

• Implement dialing campaigns and manage dialing lists to ensure proper penetration and prioritization. Manage and upload files, segment them based on the campaign goals.

• Manage lists intraday, pausing when necessary to optimize completion and respins

• Monitoring & analyzing real-time contact center metrics to identify trends, patterns, and areas of opportunity including call volume, abandonment rates and agent productivity.

• Analyze dialer metrics, including connect rates, conversion rates, idle times, and abandon rates

• Generate and distribute intraday performance reports to stakeholders.

• Ensuring compliance with applicable regulations and local/national laws and organizational policies

• Work closely with Collections leadership to align dialer operations with business objectives.

• Develop new reporting to monitor key metrics as required.

• Provide analytical support for the collection strategy and analytics team.

• Liaise with a team of dialing agents, providing feedback to improve performance

• Minimize dialer downtime through strict compliance with established support procedures

• Conduct routine checks and maintenance of dialer systems to ensure uninterrupted operations.

• Monitor the quality of calls to ensure that customers receive professional and courteous service, and take corrective actions where necessary. Responsible for extracting calls for investigatory purposes.

• Identify and communicate system issues promptly to minimize downtime. Flag and escalate agent lock outs/connectivity issues

• Participate in ongoing team development by contributing to team meetings and discussions

So are YOU our next Senior Intraday Dialer Analyst - Enterprise Collections? You are if you…

• Have a strong background in call center operations, with working experience in with dialer systems and optimizing dialing campaigns.

• Have excellent analytical and communication skills and be comfortable working with data and metrics to drive performance.

• Have a solid understanding of applicable regulations and compliance requirements is also essential.

• Are be able to work in a fast-paced environment and adapt quickly to changing circumstances.

Additional kudos if you…

• Have experience in the financial services industry

• Are Bilingual - written and verbal fluency in English and French

Compensation Information:

• Base salary range: $55,000-$65,000

• The final compensation package will be commensurated with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.

Sounds like you? Click below to apply!

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