Quality Assurance Analyst

CI Financial•CDA ON Head Office - 15 York, ON

1d•CA$42,500 - CA$71,000•Onsite

About The Position

The Quality Assurance Analyst (QAA) is an integral member of the CI Wealth L&D team and will be primarily responsible for administering Quality Evaluations (QE’s). In this role, reporting to the Director, Learning & Development, the successful candidate is expected to complete Quality Evaluations for our Client Experience team. The Quality Assurance Analyst is responsible for identifying areas of service enhancements and developing programs that will promote exceptional client service experience.

Requirements

Strong working knowledge of CI and/or Assante financial products and services, as well as the Assante Client Experience interaction model to grade and provide feedback to CX team members.
Excellent customer service skills
Motivated self-starter with solid organizational skills and exceptional communication skills with the ability to adapt to varying communication styles.
Analytical skills and ability to identify trends and provide recommendations
Ability to problem solve with a win-win approach
Strong verbal and written communication skills.
A team player, skilled at effectively building and maintaining relationships at all levels, and successfully collaborating with others to achieve common goals.
Excellent organizational skills, and a strong sense of urgency.
Must be bilingual in French & English.

Responsibilities

Conduct regular Quality Evaluations for Telephone Calls, Emails, and Click to Chat engagements (CI Wealth)
Monitor CSA calls, delivering feedback and coaching regarding exceptional service or opportunities for improvement
Assess and document performance through ongoing summaries and analyze Advisor Service Centre data through reporting on departmental trends and statistics
Participate in meetings and presentations with inbound management to provide feedback on team’s performance and identified trends
Identify areas of service enhancements and communicate the recommendations through meetings and presentations
Assist with oversight and calibration for evaluations completed by external partners
Support Onboarding and Best Practices (BP) training, providing mentorship, guidance and support to new hires