Quality Assurance Analyst

What You Will Do

• 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

What You Will Bring

• Strong working knowledge of CI and/or A...