Questrade Financial Group (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work. Paid vacation, personal, and sick days for work-life balance Work-life balance in a hybrid setting with at least 3 days in office Opportunities to contribute to community causes We’re looking for our next Collection Strategic Operations Lead 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 Strategic Collections Outreaches &

• Dialer Optimization 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: 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: Interpret campaign results regarding contact success and provide clear, data-backed insights and recommendations to senior leadership 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 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? Have 5+ years of experience in collections contact center operations or analytics Have strong understanding of collections workflows, segmentation, and customer treatment strategies Have solid knowledge of compliance requirements impacting dialing Have strong analytical, problem-solving, and stakeholder management skills Have experience in financial services, banking, or fintech Have exposure to SQL, reporting tools, or dialer analytics platforms Have experience with incident management frameworks Have vendor management experience Have prior leadership or people-management experience Must be available to provide evening and/or weekend support It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.

At Questrade Financial

Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence - not only for the benefit of our customers, but for those who build their career with us.

Questrade Financial

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📌 Collection Strategic Operations Lead (Toronto)
🏢 Questrade Financial Group
📍 Toronto