Quality Assurance Analyst

Job description

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so. 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. 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...