Job Description
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 ...