Lead and coach a team of quality assurance associates, providing guidance, mentorship and development opportunities to ensure outstanding performance.
Analyze key performance indicators such as customer satisfaction rates and QA scores, report on findings and recommend improvements.
Design and implement quality standards, processes and procedures to ensure alignment with our customer experience strategy and to achieve exceptional customer satisfaction.
Collaborate with other departments, including operations, compliance, privacy and workforce management, to identify areas for improvement, implement changes that increase customer satisfaction and reduce complaints.
Treat our customer service agents and placement representatives as “clients,” ensuring they are supported, respected, informed and included in all our quality activities.
Promote customer experience initiatives across channels and media, emphasizing a customer-centric culture, empathy, accountability and customer retention.
Help Aviso establish a standard of excellence in customer service and challenge other members of the Service Center and the broader organization to meet that standard.
Promote the service philosophy in everything you do and in every interaction you take part in.

Minimum three years’ experience in a similar role within a world-class customer service environment; experience in financial services is an asset.
Excellent written and verbal communication, presentation and interpersonal skills, with the ability to build strong relationships at all levels.
Exceptional listening skills and the ability to make people feel heard and valued.
Strong servant leadership mindset and a commitment to continuously refresh service knowledge.
Strong work ethic and ability to lead by example – work hard while knowing how to have fun.
Willingness to ask others for help when needed.
Collaborative rather than competitive behavior – a desire for all team members to look good.
Flexibility to work varied hours to ensure service coverage.
Excellent proficiency with Office 365 (e.g., Excel, Word, etc.); experience with other systems such as Genesys and AmpliAI is an asset.
Fluency (written and spoken) in French and English to communicate effectively with partners, customers and colleagues across Canada.

A competitive compensation program that rewards and recognizes individual contributions.
Leading health, dental and insurance benefits to meet the diverse needs of our employees.
Generous vacation, wellness and fitness benefits, and supplemental parental leave options.
Additional contributions to our retirement plan.
Commitment to continuous employee development through learning and development and a training support program.
Regularly organized social events to foster teamwork.

Customer Experience Quality Assurance Manager

Key skills