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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
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...