Quality Assurance Analyst (Toronto)

Job Overview

At CI, a great workplace is one where everyone has a voice, is empowered to take ownership of meaningful work, and can grow through stretching themselves, working on innovative products and projects, and having support to do so. The Quality Assurance Analyst (QAA) is an integral member of the CI Wealth L&D team and will principally administer Quality Evaluations (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 performance and identified tren...