Quality Assurance Analyst

The Quality Assurance Analyst (QAA) is an integral member of the CI Wealth L&D team and will be responsible for administering Quality Evaluations (QEs). The QAA reports to the Director, Learning & Development and is expected to complete QEs for the Client Experience team.

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 ...