Quality Analyst

2 weeks ago

Montréal QC, Canada Sun Life Full time

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

***This role is a 1-year contract**

The Quality Analyst is responsible for providing an independent assessment of client interactions within the Client Solutions Centre (CSC) based on a developed Quality Measurement Program for Business Compliance.

The Quality Analyst ensures a focus on quality related issues by reviewing a random selection of calls daily and providing timely actionable monitoring results. The review is conducted to assess the accuracy of information provided to our internal and external clients, and to determine if information delivered is in accordance with outlined Client Solutions Centre call standards, routines, and provincial legislation guidelines.

The Quality Analyst recognizes symptoms/causes and suggests alternate solutions regarding calls on a business level. The Quality Analyst conducts the reviews for two Client Solutions Centre sites (Montreal and Toronto) to provide consistent monitoring methods and reporting. The results of the daily reviews are reported on a daily and monthly basis and are shared with all levels of management. The trends identified are used to improve training programs, provide performance coaching and feedback, and improve our overall level of service.

**What will you do?**
- Evaluate interactions (i.e.: phone calls) for appropriate business knowledge and sales practices
- Meet service levels for quality and productivity within expected timeframes (individual and team)
- Provide constructive feedback through evaluations along with suggestions for improvement
- Identify and track trends in calls to provide actionable recommendations for quality improvements to appropriate areas
- Work in collaboration with the Compliance team to address gaps and training issues via trends and coaching feedback
- Participate in calibration sessions
- Keep up to date on operational processes and knowledge
- Function as a SME on business partner-driven or Quality-driven projects
- Provide post-training and coaching support to sales staff
- Participate in task forces to ensure the implementation of new guidelines or expectations
- Handle various ad hoc call audits

**What do you need to succeed?**
- As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required **for Quebec only** for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.
- A minimum of 2 years of financial services experience
- Previous experience in Quality Assurance
- Understanding of compliance standards, wealth management products, insurance, financial markets, financial planning, retirement options, and annuities
- Strong analytical skills, with the ability to identify key trending insights
- Excellent time management and multi-tasking skills
- Intermediate knowledge of MS Word and Excel
- Professional conduct in dealing with confidential and sensitive data
- Strong interpersonal and communication skills (written and verbal).
- High level of concentration and attention to detail
- Ability to work independently within scheduled deadlines
- Collaborative and interactive style that initiates and facilitates discussion within the team
- Intermediate level of knowledge of regulatory and legislative environment
- Solid industry knowledge with a good appreciation for competitive offerings in the industry

**Assets**:

- CSC experience in administration, sales or service
- Group Retirement Services or Wealth experience
- Certification in Finance or in Quality Assurance

**Unique requirements**
- Moderate travel may be required - approximately 1-2 times per year

**What’s in it for you?**
- We are proud to be on the 2024 Best Workplaces in Canada list by Great Place to Work.
- We’re also listed as one of the Best Workplaces for Women and Best Workplaces with Most Trusted Executive Teams
- Opportunities to own your career development with programs to continuously learn, build skills, grow through coaching and more.
- Being a member of the Sun Life family, a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives.

LI-Hybrid

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selecti

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