Call Quality Assurance Manager

About us:

Spring Financial is revolutionizing financial access for Canadians, providing smart credit-building, mortgage, and lending solutions. Millions struggle with high-interest debt and limited financial options—we’re here to change that.
As one of Canada’s fastest-growing fintech companies, annually we help 1 million customers explore their financing options with ease—online, via text, or over the phone. Our dynamic, innovative team thrives on collaboration, growth, and making a real impact.
To learn more about our products please visit our website here: www.springfinancial.ca.

Job Overview: 

The QA Manager – Call Quality Assurance is responsible for overseeing the monitoring and evaluation of customer interactions to ensure compliance with company standards, regulatory requirements, and exceptional customer experience. 

This role manages the call quality team, designs and enforces QA processes, and partners with operations leadership to identify improvement opportunities. The ideal candidate is highly tech-savvy, with hands-on experience in CRM systems and modern AI tools (e.g., NotebookLM or similar), leveraging technology to scale call monitoring, reporting, and coaching.

NOTE: This is a full-time, permanent, on-site position in downtown Vancouver.

What You’ll Be Doing:

• Lead the Call Quality Assurance team, providing direction, coaching, and performance feedback.


• Develop and maintain call evaluation frameworks, scorecards, and compliance checklists.


• Ensure consistent monitoring of calls for compliance, customer service standards, and operational accuracy.


• Analyze quality trends, generate detailed reports, and provide actionable recommendations to operations leadership.


• Collaborate with training and operations teams to address skill gaps and improve frontline agent performance.


• Integrate CRM data and AI-driven insights into the QA process to improve efficiency and accuracy.


• Implement best practices for QA in high-volume call environments, including calibration sessions to ensure scoring consistency.


• Stay current with regulatory and compliance requirements impacting customer communications.


• Drive innovation in QA processes by adopting emerging tools, automation, and AI solutions.

What You Should Already Have:

• 4+ years of experience in Quality Assurance, Call Center Management, or related roles, with at least 1-2+ years in a leadership/managerial capacity. 


• Strong working knowledge of CRM platforms (Salesforce, HubSpot, or similar).


• Proven experience using AI tools (e.g., NotebookLM, conversational analytics platforms, or similar) to enhance QA and reporting.


• Excellent analytical skills with the ability to identify patterns, root causes, and areas for improvement.


• Strong leadership, communication, and coaching skills.


• Highly comfortable with technology, able to adopt and optimize new tools quickly.


• Knowledge of call center compliance requirements and customer service best practices.

What We Will Give You: 

• Competitive annual salary ranging from $50,000 to $55,000, reflective of experience and impact.


• Comprehensive benefits package, including extended health, dental, and vision coverage — with 100% of monthly premiums covered by the Spring.


• GRSP matching program to support your long-term financial goals.


• Transit-Friendly Employer (Transit allowance).


• A modern, collaborative workspace in the heart of downtown Vancouver.


• Ongoing career growth opportunities.

This is a truly exciting time to join Spring Financial and we are looking forward to doing great things together!

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Please note: Upon applying, our Talent Acquisition team will review your resume. If you qualify, we will reach out to learn more about your experience and answer any questions you may have about the role, benefits, compensation, and more. Due to high application volume, we may not be able to respond to everyone.

Thank you for your interest! We appreciate your time and look forward to reviewing your application!