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Questrade Financial Group

Enterprise Collections: Operational Lead - Dialer Administrator

Toronto, ON, Canada

Base salary range: $94,000-$97,000

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Job details

Pay: Base salary range: $94,000-$97,000
Posting language: English
Posted: Oct 26, 2026

Original job description

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!

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.

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More about this job

Responsibilities

The Operational Lead is responsible for the strategy, configuration, and real-time optimization of dialer platforms to maximize agent utilization and meet service level agreements. They also act as a technical SME, bridging the gap between collections strategy, operations, and technology teams while managing a team of analysts.

Requirements

Candidates must have at least 5 years of experience in collections contact center operations or analytics and 3 years of experience with dialer platforms in a regulated environment. Strong analytical, problem-solving, and leadership skills are required, along with the ability to provide evening or weekend support.

Skills

Dialer administration
Collections operations
Data analysis
Performance management
Strategic planning
Incident management
Vendor management
Stakeholder management
Technical troubleshooting
Regulatory compliance
Team leadership
Mentorship
Process improvement
SQL
Reporting tools

Benefits

Health and wellbeing resources
Paid vacation
Personal days
Sick days
Competitive compensation
Benefits packages
Career growth opportunities
Community causes contribution

Visa sponsorship

Not detected in the job text

Keywords

Enterprise Collections
Dialer Administrator
Contact Center
Outbound Dialer
Inbound Dialer
SLA
Data-driven
Campaign Strategy
Intraday Management
SMS
Digital Outreach
Performance Analytics
Production Support
UAT
Regression Testing
Vendor Management
Regulatory Compliance
Fintech
Banking
Financial Services
SQL
Incident Management
People Management
Hybrid Work
Operational Lead

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