Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, Zolo, and Flexiti Financial Inc., provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. Questrade uses cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money. 
 
We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.
 
At QFG, we have a culture of innovation where technology serves people—both our team and our customers. We see AI as a collaborative and transformative enabler, and we are seeking forward-thinking individuals who can effectively integrate it into their daily work. The ideal candidate will be a catalyst for change, helping us use AI to create a more efficient and rewarding employee experience while also developing cutting-edge solutions that delight and serve our customers. Join us in shaping a future where AI empowers our team to do their best work and helps us deliver unparalleled customer experiences. 

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, with a hybrid working environment you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at QFG.

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 Collection Strategic Operations Lead. Could It Be You?

The Enterprise Collections Operational Lead/ Dialer Manager is responsible for the strategy, configuration, and day-to-day optimization of outbound and inbound dialer platforms primarily  supporting Collections Operations as well as acting as a Dialer System SME for enterprise teams. They are responsible for monitoring and adjusting the dialer system in real-time to maximize agent utilization and ensure that service level agreements (SLAs) are met. 

Additionally, they will be responsible for ensuring the dialer software is used efficiently to maximize productivity, while maintaining compliance with applicable regulations. This is a highly analytical role where all strategic decisions—from campaign pacing to customer segmentation—are driven by data. The position blends business ownership of the dialer with hands-on technical operations and production support, acting as the primary bridge between collections strategy to support customer outreaches, operations, and technology teams

Need more details? Keep reading…

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

Strategic Collections Outreaches & Dialer Optimization

• Campaign Strategy & Execution: Develop, implement, and continuously test dialing rules, including pacing, time-of-day logic, and retry strategies to optimize contact rates

• Intraday Performance Management: Monitor and adjust dialer settings in real-time to maximize agent availability, minimize downtime, and react to live abandonment rates or volume fluctuations

• Process Improvement: Identify and implement operational enhancements to streamline dialing workflows and improve overall recovery results

• Manage the strategic deployment of digital outreach channels, including SMS and emerging communication technologies, to ensure a cohesive and modern customer contact strategy

Analytical Leadership & Data-Driven Insights

• Performance Analytics: Analyze real-time and historical contact center metrics to identify trends, patterns, and opportunities for call volume optimization

• Strategic Reporting: Interpret campaign results regarding contact success and provide clear, data-backed insights and recommendations to senior leadership

• Cross-Functional Alignment: Partner with Operations to align dialing volumes with staffing levels, shrinkage, and intraday adjustments

Technical Oversight & Support

• Production Support & Incident Management: Provide dialer troubleshooting, participate in incident management (RCA), and lead UAT/regression testing for system changes

• Vendor & Documentation Management: Liaise with dialer vendors for troubleshooting and patching while maintaining SOPs, playbooks, and escalation paths

• Technical Translation: Act as the primary bridge by translating collections business requirements into technical specifications and change requests

Compliance, Mentorship & Leadership

• Regulatory Adherence: Ensure 100% compliance with applicable national/local regulations and internal call plans and schedules

So are YOU our next Collection Strategic Operations Lead? You are if you…

• 5+ years of experience in collections contact center operations or analytics
• 3+ years  experience working with dialer platforms in a regulated environment
• Strong understanding of collections workflows, segmentation, and customer treatment strategies
• Experience supporting production systems in a Tech Ops / Prod Ops capacity
• Solid knowledge of compliance requirements impacting dialing
• Strong analytical, problem-solving, and stakeholder management skills

Preferred Qualifications

• Experience in financial services, banking, or fintech

• Exposure to SQL, reporting tools, or dialer analytics platforms

• Experience with incident management frameworks 

• Vendor management experience

• Prior leadership or people-management experience

Additional kudos if you…

• Have experience in the financial services industry

Additional Information…

• Must be available to provide evening and/or weekend support

Compensation Information:

• Base salary range: $70,000-$80,000

• The final compensation package will be commensurate 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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