Quality Assurance Analyst

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 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 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.

This role follows our in‑office work model and requires employees to be onsite four days per week to support collaboration and business needs.

This opportunity is for an existing vacancy with the company. The anticipated base salary range for this position is $42,500 to $71,000. Exact salary depends on several factors such as experience, skills, education, and budget. Salary range may vary based on geographic location. In addition to base salary, this position is eligible for participation in a bonus program. In addition, The Company offers a variety of benefits to eligible employees, including health insurance coverage, wellness programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and vacation time, and many others. Many of these benefits are subsidized or fully paid for by the company.

CI Financial is an independent company offering global wealth management and asset management advisory services through diverse financial services firms. Since 1965, we have consistently anticipated and responded to the changing needs of investors. We are driven by a commitment to provide individuals and institutions with the highest-quality investments and advice.   Our commitment to the highest levels of performance means that whatever their position, CI employees must be comfortable in a fast-paced environment that will stretch them to tap into their highest potential.  Employees with a healthy dose of ambition, a desire to commit to a curious mindset for continuous learning, and a willingness to go the extra mile thrive at CI. 

A Supportive Environment for Success

We offer an in-office environment, competitive benefits, and a supportive workplace to help our employees thrive both personally and professionally.

WHAT WE OFFER 

• Modern HQ location within walking distance from Union Station
• Training Reimbursement
• Paid Professional Designations
• Employee Savings Plan (ESP)
• Corporate Discount Program
• Enhanced group benefits
• Parental Leave Top–up program
• Paid time off for Volunteering 

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further.

Please submit your resume in confidence by clicking “Apply”. Only qualified candidates selected for an interview will be contacted. CI Financial Corp. and all of our affiliates (“CI”) are committed to fair and accessible employment practices and provide reasonable accommodations for persons with disabilities. If you require accommodations in order to apply for any job opportunities, require this posting in an additional format, or require accommodation at any stage of the recruitment process please contact us at accessible.recruitment@ci.com, or call 416-364-1145 ext. 4747.