Lead and mentor a team of QA Associates, providing guidance, coaching, and development opportunities to ensure exceptional performance
Analyze and report on key performance indicators (KPIs) such as CSAT and QA Scores, making recommendations for improvement
Develop and implement quality standards, processes, and procedures to ensure alignment with our customer service experience strategy leading to unparalleled customer satisfaction
Partner and collaborate with other departments including Operations, Compliance, Privacy, Workforce Management, etc., to identify areas for improvement, implement changes that enhance customer satisfaction, and reduce complaints
Treat our Customer Service Officers and Investment Representatives as your “customers” ensuring they are supported, respected, communicated to and included in all of our quality activities
Drive customer experience initiatives across all channels and mediums, focusing on customer-centric culture, empathy, ownership, and customer loyalty.
Help us create the gold seal standard in customer service and challenge others both in the Service Centre and in the broader organization to live up to the standard
Champion the service philosophy in everything you do and every meeting you are in

At least 3 years of experience working in a similar role in a world-class customer service environment, experience in Financial Service is a plus
You have excellent written and verbal communication, presentation, and interpersonal skills with the ability to build strong relationships across a variety of levels
Excellent at listening, making people feel heard and valued
A believer in servant leadership and an eternal student of service
Someone with a strong work ethic who leads by example, who works hard and plays hard
Someone who is not afraid to ask others for help when needed
Not territorial or worried about looking good but would rather have everyone look good together
Flexible to work at different times in order to run this operation
Excellent proficiency in using Office 365 (e.g. Excel, Word, etc.). Experience with other systems such as Genesys and AmpliAI is an asset
Fluent communication skills in English are required and bilingual skills in French are an asset

Competitive compensation package that rewards and recognizes individual contributions
Excellent health, dental and insurance benefits to meet the diverse needs of our employees
Generous vacation time, fitness benefit, parental leave top-up options
Matching contributions to our retirement program
Commitment to the continuous improvement of our staff through learning & development and an education assistance program
Regular social events to foster teamwork

Customer Service QA Manager

Key skills