Enterprise Collections: Operational Lead - Dialer Administrator

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.

At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. 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.

Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this 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 Enterprise Collections: Operational Lead - Dialer Administrator. 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
• Lead, manage, and develop a team of dialer analysts/specialists, setting clear goals, priorities, and performance expectations
• Conduct regular 1:1s, performance review conversations
• Mentor team members on dialer strategy, data analysis, and problem-solving skills to build bench strength
• Foster a culture of accountability, continuous improvement, and collaboration within the team
• Train new team members on dialer systems, compliance requirements, and best practices
• Manage team workload, prioritization, and coverage across projects and BAU support
• Identify skill gaps and coordinate training or upskilling opportunities
• Champion knowledge-sharing across the team, ensuring documentation and cross-training reduce single points of failure

So are YOU our next Enterprise Collections: Operational Lead - Dialer Administrator? You are if you…

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

Additional kudos if you…

• Have experience in the financial services industry

• 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

Additional Information…

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

Compensation Information:

• Base salary range: $94,000-$97,000

• 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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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. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. 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 Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.