Quality Assurance Associate - Toronto, Canada - Aviso Wealth

Aviso Wealth

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Aviso Wealth:

The Opportunity:

We're looking for a Quality Assurance Associate to join our Customer Service Experience Quality team.

Your role will be required to regularly perform essential duties on behalf of the company from your assigned Aviso office.

Your role is considered medium flexibility, requiring you to work onsite 1-3 days per week at our office at 151 Yonge Street, Toronto, ON.

Reporting to the Director, Knowledge, Quality & CSE, the Quality Assurance Associate is responsible for reviewing and analyzing customer interactions for Aviso's Service Centres in Vancouver, Toronto, and Montreal in all channels that we serve to ensure that our customers are at the heart of what we do.

You will support and champion the development of the Quality Program to strengthen the Service Centre's overall performance, including best practices, lessons learned, success stories, etc.

This requires strong relationship building and collaboration with the Service Centre Leadership Team.

This is a key role in ensuring we can transform and innovate how Customer Service Experience is done at Aviso.

Who you are:

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Service

You consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients' needs first. You advocate service excellence and work to deliver solutions that meet the needs. You proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner

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Execution

You are committed to achieving your goals and to succeed. This includes focusing on "getting things done", as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes

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Collaboration

You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization

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Leadership

You lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, and providing the level of support required for their success. You delegate and deliver feedback based on the indepth understanding of your individual team members

What your day looks like:

Treat our CSOs as your "customers" ensuring they are supported, respected, communicated to, and included in all of our quality activities
Review CSO customer interactions in all channels to measure and track performance at the team and individual performance
Identify lapses in CSOs' performance
Analyze and track key quality assurance metrics for improvement strategies and to identify any knowledge/learning gaps
Coordinate and facilitate calibration sessions
Monitor KPIs, track quality metrics and provide regular analytics, trend reports and feedback to upper management to communicate progress, achievements, and areas for improvement and to provide actional data to various internal groups as needed
Develop and improve knowledge of products and knowledge of call centre performance and functional requirements
Define quality assurance processes and standards as well as SOPs that lead to unparalleled customer satisfaction
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
Oversee and evaluate the effectiveness of quality initiatives, identify gaps and opportunities for improvement, and propose solutions to enhance the quality program, training program and the knowledge base
Fail fast and learn even faster
Other duties as requested

Requirements:

Your experience and skills:

Excellent at listening, making people feel heard and valued
A believer in servant leadership; an eternal student of service and learning
At least 1 year of experience in Aviso's Service Centre
A good understanding of Aviso's processes, procedures, and policies
Excellent communication, presentation, and interpersonal skills to build relationships across a variety of organizational levels
Strong organizational skills to prioritize your work and projects, with the flexibility to adapt to meet changing business needs
Fluent communication skills in English are required and bilingual skills in French are an asset
Someone who is not afraid to ask others for help when needed
Not territorial or worried about looking good but would rather everyone look good together
Someone with a strong work ethic who leads by example you work hard, play hard and expect nothing less from thos