Associate, Operations (french Bilingual)

Operations Associate (Bilingual)

For over 20 years, we've been on a mission to change banking for good and build relationships by making credit accessible, simple, intuitive and rewarding. We want to help Canadians succeed with credit, because we believe in people — in our customers, in our associates, and in talent like you!

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Be ready to join a community with some of the most talented people you've ever met, who see the customer first, and want to use their skills to make a difference. And, as a founder-led company, we're inspired to make, break, and do good.

To promote enhanced service and resolutions to our customers we are looking for an Operations, Associate (Bilingual) at Capital One Canada, based out of our downtown Toronto office. In this role you will lead initiatives to oversee the quality monitoring of our customer experience, ensuring timely assessments of interactions while reviewing, analyzing and translating data into actionable strategies that enhance organizational performance, agent readiness, and customer experience.

About the Role

As an Operations, Associate (Bilingual) at Capital One, you will be part of a dynamic talented team responsible for collaborating and partnering with multiple lines of business to help improve and transform the customer experience for our customers. You will be responsible for supporting the ongoing quality monitoring, providing effective/measurable feedback, contributing to process improvements, and being the voice of the customer.

Your Responsibilities:

• Conduct production sampling, and other quality assurance testing measurements that provide information critical to assessing process execution and customer experience
• Meet service level requirements of delivering quality assessments on time
• Perform data entry and data research activities
• Lead and train a team of assessors while overseeing and reviewing the performance of individual team members. Oversee assessors, including overall quality of work and team output.
• Perform validation of work and provide ongoing feedback to assessors to improve accuracy and effectiveness in evaluating customer interactions.
• Calibrate performance standards with peers and other dedicated line of business.
• Review and analyze data collected by assessors to identify trends, insights, and areas for improvement.
• Execute and provide recommendations for process improvements and/or operating procedures as it relates to quality monitoring and/or the French customer experience.
• Effectively communicate assessor findings and recommendations to relevant stakeholders, including management, other departments, and regulators. Respond to questions and requests from management and other key stakeholders.
• Document procedures in accordance with established policies.
• Generate and distribute updates and reports as needed.
• Collaborate with Learning Design, Knowledge Management, and Operations to enhance agent communications, training and overall skillset based on trends and opportunities observed through call monitoring.
• Support other internal teams in decisions and projects related to the French customer experience, including acting as a liaison between operational and process teams.
• We are looking for individuals who excel in a team environment, have strong communication and leadership skills, time management skills, integrative thinking skills, and the ability to adapt to change quickly.

Basic Qualifications:

• French / English Bilingual required - fully proficient in both languages (written, reading, and verbal)
• At least 3-5 years of work experience with a focus on quality assurance, risk management, and/or compliance
• Experience working with and overseeing a team of QA professionals. Able to work effectively with various personality styles, competing priorities both virtually and interpersonally
• Ability to create and document clear, concise, and inclusive observations that are conducive to agent success in delivering a positive customer experience.
• Ability to effectively communicate with stakeholders at all levels.
• Ability to train and present material to internal stakeholders and external parties
• Excellent communication: written, verbal and presentation.
• Keen analytical skills with an appetite to drive change
• Strong time management skills and able to operate and take action quickly. Able to prioritize tasks, manage deadlines, and maintain detailed records.
• Proven ability to perform in a highly agile and constantly developing environment
• Affinity for technology with solutions based mindset
• Experience working with G Suite applications, including Google Sheets, Google Docs and Google Slides

Preferred Qualifications:

• Specialized University Degree in Business Operations or Analytics
• Experience in the Financial Services Industry

Enjoy a hybrid work environment, with 3 days in the office. Build a comfortable workspace with our one-time, Work From Home allowance and enjoy our head office located conveniently across the street from Union Station.

Live well—physically, financially and emotionally. Receive support for you and those who are most important to you, with full coverage for spouses, domestic partners, and dependents. With up to $3000 in mental health coverage and up to $5000 in tuition subsidies per year—and much more—you'll discover that Capital One is committed to helping you live your best life.

We may use your information for automated decision making. We may, for certain purposes, render a decision based exclusively on automated processing of your personal information as a part of the candidate screening process.

Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at ARCanada@capitalone.com.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com.

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).