Build a tech-enabled quality engine powered by AI, analytics, speech insights, and real-time reporting. Help goeasy see more, learn faster, and raise the bar for customers, teams, and the business. As our Operations organization grows, we are investing in stronger quality practices that help us deliver consistent customer experiences, strengthen controls, identify emerging risks, and continuously improve how work gets done. The Senior Manager, Quality Assurance will build and lead a tech-enabled QA program across Centralized Operations, using AI-enabled monitoring, speech and interaction analytics, dashboards, and quality insights to help teams see issues earlier, coach more effectively, and continuously improve. This is a high-impact people leadership role for someone who can create structure from ambiguity, turn data into action, and make quality a source of confidence, learning, and competitive advantage at goeasy. What will you be doing? • Design, build, and scale a data-enabled Quality Assurance program across Centralized Operations, including customer service, sales, underwriting, collections, administration, and other priority processes. • Shape the QA operating model, including governance, scorecards, sampling, calibration, reporting, escalation paths, and team routines. • Build, lead, coach, and develop a team of QA professionals with a culture of customer focus, ownership, disciplined problem solving, and continuous improvement. • Use AI-enabled monitoring, speech and interaction analytics, dashboards, and quality insights to identify trends, control gaps, customer impacts, and improvement opportunities. • Develop clear reporting and data visualizations that help leaders understand performance, isolate root causes, and make better decisions. • Define what "great" looks like across customer interactions and operational processes, including accuracy, customer treatment, communication quality, compliance, risk management, and resolution effectiveness. • Translate QA insights into practical action through coaching, training, process improvement, policy updates, and performance routines. • Partner with Operations, Risk, Compliance, Product, Analytics, Technology, Training, and frontline leadership to improve how work is performed and how issues are resolved. • Develop a QA maturity roadmap that moves the function from monitoring to prevention, predictive insight, automation, and continuous improvement. What experience do you have? • 5 to 10 years of experience in Quality Assurance, Operations, Customer Experience, Risk Management, Compliance, Process Improvement, Contact Centre Management, Business Transformation, or a related field. • Proven experience leading people, coaching teams, building performance routines, and developing high-performing talent. • Experience building, scaling, or improving QA programs, quality frameworks, scorecards, calibration routines, monitoring practices, or operational controls. • Strong analytical skills, with the ability to leverage data, KPIs, quality results, and customer insights to identify issues, diagnose root causes, and drive performance improvements. • Experience with reporting and data visualization tools such as Power BI, Tableau, Excel, or similar platforms. • Familiarity with AI-enabled quality tools, automation, speech analytics, interaction analytics, call monitoring platforms, or text analytics. • Strong communication and stakeholder management skills, with the ability to influence senior leaders, frontline teams, and cross-functional partners. • Experience in financial services, lending, customer operations, contact centres, collections, sales, underwriting, or other regulated environments is considered an asset. • A degree in Business, Operations, Analytics, Mathematics, Engineering, Risk Management, or a related field is preferred; relevant quality, risk, project management, or continuous improvement certifications are considered assets. We offer a Flexible Work Program that provides you the ability to work three days onsite per week, from our Mississauga office. Internal Applicants: please apply through the link and provide written endorsement from your current manager. $115,000.00 - $155,250.00 CAD (includes base salary and bonus) We're committed to attracting and rewarding top talent. Our compensation ranges are thoughtfully designed to reflect market competitiveness, internal equity, and the experience and impact each candidate brings to the role. At goeasy, we believe transparency fosters trust - and that rewarding performance with fair, competitive pay and meaningful growth opportunities is key to our success. Should your total compensation expectations fall above the posted range, we still encourage you to apply. If selected for an interview, you'll have the opportunity to discuss this with our recruitment team, as there may be flexibility based on your background and overall fit. Total compensation includes base salary and bonus. This posting is for an existing vacancy within our team. In keeping with our mission to create better tomorrows for our employees, each year goeasy commits to continuously enhancing its total rewards. Here are some of the perks we offer: Financial Benefits: • RRSP matching and Employee Share Purchase Plan programs. • Annual bonus that rewards your hard work and dedication. • Employee discounts on furniture, electronics, and appliances. • MAT & PAT leave top-up. • Expand your financial knowledge through engaging Financial Literacy Learning opportunities. Health and Lifestyle: • Enjoy company-paid volunteer days to give back to the community. • Access 24/7 healthcare with Virtual Doctor Appointments. • Personalize your benefits with a flexible modular benefits package. • Stay fit and energized with exclusive access to our on-site private gym at our head office. Employee Perks: • Fuel your growth with the Tuition Assistance Program. • Double the impact of your generosity with Company Matched Charitable Donations. • Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others. • Enjoy a state-of-the-art office space with perks like a games room, a healthy snack program, a fitness studio, free gated parking, and more! #LI-AM12 • Follow us • easyfinancial • How it works • About easyfinancial • Branch locator • easyhome • How it works • About easyhome • Retail store locator • About us • Investor site • Service rating Personal loans Lease to own