Quality Assurance Associate

6 months ago

Toronto, Canada Aviso Wealth Full time

**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**:

- **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
- **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
- **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
- **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 in-depth 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

  • Quality Assurance Specialist

    4 weeks ago

    Toronto, Ontario, Canada TRIGO Global Quality Solutions Full time

    Job Title: Quality Assurance SpecialistAt TRIGO Global Quality Solutions, we are seeking a highly skilled Quality Assurance Specialist to join our team. As a Quality Assurance Specialist, you will be responsible for ensuring that all manufactured parts or products meet the set quality standards. This is a unique opportunity to work with a leading quality...

  • Quality Assurance Specialist

    1 month ago

    Toronto, Ontario, Canada TRIGO Global Quality Solutions Full time

    Quality Inspector Job DescriptionWe are seeking a skilled Quality Inspector to join our team at TRIGO Global Quality Solutions. As a Quality Inspector, you will be responsible for ensuring the quality of manufactured parts and products.Key Responsibilities:Inspect manufactured parts and products for defectsRead and follow work instructions and general...

  • Quality Assurance Associate

    2 months ago

    Toronto, Canada Toronto Hydro Full time

    **WORK ILLUSTRATION**: The Quality Assurance Associate is responsible for developing and implementing quality assurance initiatives throughout the team to support attainment of business goals and objectives supporting the development and execution of the “voice of the customer”, improvements to quality and training strategies for Customer care and...

  • Quality Assurance Associate

    1 month ago

    Toronto, Ontario, Canada TORONTO HYDRO Full time

    Job Summary:The Quality Assurance Associate will be responsible for developing and implementing quality assurance initiatives throughout the team to support attainment of business goals and objectives. This includes supporting the development and execution of the "voice of the customer", improvements to quality and training strategies for Customer care and...

  • Quality Assurance Specialist

    1 month ago

    Toronto, Ontario, Canada Apollo Health And Beauty Care Full time

    Job Title: Quality Assurance AssociateApollo Health & Beauty Care is seeking a highly motivated and detail-oriented Quality Assurance Associate to join our team. As a Quality Assurance Associate, you will play a critical role in ensuring the quality of our products and processes.Key Responsibilities:Participate in the completion of milestones associated with...

  • Quality Assurance Associate

    2 months ago

    Toronto, Canada TORONTO HYDRO Full time

    WORK ILLUSTRATION: The Quality Assurance Associate is responsible for developing and implementing quality assurance initiatives throughout the team to support attainment of business goals and objectives supporting the development and execution of the “voice of the customer”, improvements to quality and training strategies for Customer care and...

  • Quality Assurance Technician

    8 months ago

    Toronto, Canada Sofina Foods Inc Full time

    **Position Summary**: Reporting to the Manager, Quality Assurance, the Quality Assurance Technician monitors and inspects Sofina Foods products, materials, equipment, and production facilities to comply with the plant’s Quality Assurance programs and specifications, to excel customer expectations ensuring compliance with government regulations. **Key...

  • Quality Assurance Associate, Toronto

    5 months ago

    Toronto, Canada POINT Biopharma Full time

    POINT Biopharma Global Inc. is a globally focused radiopharmaceutical company building a platform for the clinical development and commercialization of radioligands that fight cancer. POINT aims to transform precision oncology by combining a portfolio of targeted radioligand assets, a seasoned management team, an industry-leading pipeline, in-house...

  • Manager, Quality Assurance

    5 months ago

    Toronto, Canada OTT Financial Full time

    OTT Pay is a professional financial technology and smart payment platform, which has recently completed its Series D funding. In order to accelerate the listing on NASDAQ, we are looking for industry experts to join us in some key positions. OTT Pay provides high-quality one-stop services to nearly 10,000 merchants within Canada, including aggregated...

  • Manager, Quality Assurance

    6 months ago

    Toronto, Canada OTT Financial Group Full time

    OTT Pay is a professional financial technology and smart payment platform, which has recently **completed its Series D funding**. In order to accelerate the listing on NASDAQ, we are looking for industry experts to join us in some key positions. OTT Pay provides high-quality one-stop services to nearly **10,000 merchants** within Canada, including...

  • Supervisor, Maintenance Quality Assurance

    6 months ago

    Toronto, Canada Porter Airlines Inc. Full time

    Job Summary: Reporting to the Manager, Maintenance Quality Assurance, this position supports Porter’s Approved Maintenance Organization by performing functions related to the Quality Assurance Program. Duties & Responsibilities: - Support the Manager, Maintenance Quality Assurance in the effective daily management of the Quality Assurance Program Audit...

  • Associate Quality Assurance

    6 months ago

    Toronto, Canada LifeWorks Full time

    TELUS Health and LifeWorks have recently come together to leverage the power of technology and our caring cultures to further progress our shared goal of building a healthier and friendlier future for all. As a global-leading health and well-being provider - encompassing physical, mental and financial health - TELUS Health is improving health outcomes for...

  • Associate Manager, Quality Assurance

    3 months ago

    Toronto, Canada LCBO Full time

    Location Address: 100 Queens Quay East, 9th Floor, Toronto Number of Openings: 1 Pay $61,608.00 - $104,956.00 Job Posting Description: This position is Hybrid #LI-Hybrid Associate Manager, Quality Assurance - Secondment/ Contract: Up to 8 Months Do you love mentoring a team and are you excited by participating in a market transition? Reporting to the...

  • Quality Assurance Specialist

    2 weeks ago

    Toronto, Ontario, Canada solera Full time

    Job SummarySolera Holdings, Inc. is seeking a Quality Assurance Specialist to monitor real-time and recorded client calls for quality and adherence to standards and guidelines. The ideal candidate will review VRS reports for accuracy and provide feedback to associates and managers on best practices in customer service and VRS reports.Key...

  • Associate Director, Aviation Sms

    5 months ago

    Toronto, Canada Greater Toronto Airports Authority Full time

    **_Your way forward: Join Canada’s busiest airport as our next Associate Director, Aviation SMS and Quality Assurance_** Do you want to help transform Toronto Pearson into the global airport of the future? We’re committed to becoming one of the most advanced, sustainable, and passenger-friendly airports in the world - and we need your help. This is your...

  • Quality Assurance Manager

    5 months ago

    Toronto, Canada Alithya Full time

    Toronto, Canada **Please** note that this is a hybrid position.**: Do you want to experience the essence of a large organization in a company with a personal touch? Come and work with us! We are looking for creative, innovative, and collaborative people like you to join our team. **Take your ambitions to the next level**: - Oversee the design and...

  • Quality Assurance Specialist

    3 weeks ago

    Toronto, Ontario, Canada Scotiabank Full time

    Are you a detail-oriented professional with a passion for ensuring the highest quality of financial processes?We are seeking a skilled Quality Assurance Specialist to join our team at Scotiabank!As a Quality Assurance Specialist, you will lead and review testing for our applications and systems, ensuring that they meet the highest standards of quality and...

  • Quality Assurance Integrator

    1 day ago

    Toronto, Canada City of Toronto Full time

    **Job ID**: 51704 **Job Category**:Information & Technology **Division & Section**:Technology Services, Project & Strategy Delivery **Work Location**:55 John St, Toronto, ON M5V 3C6 **Job Type & Duration**:Full-Time, 2 Temporary (12 month) vacancies **Salary**:$112,280.00 - $149,247.00 **Shift Information**: Monday to Friday, 35 hours per...

  • Senior Quality Assurance Specialist

    3 weeks ago

    Toronto, Ontario, Canada Apollo Health And Beauty Care Full time

    Job Title: Senior Quality Assurance SpecialistJob Summary:We are seeking a highly motivated and experienced Senior Quality Assurance Specialist to join our team at Apollo Health & Beauty Care Ltd. As a key member of our quality assurance department, you will be responsible for ensuring the quality and compliance of our products.Key Responsibilities:*...

  • Senior Quality Assurance Specialist

    2 weeks ago

    Toronto, Ontario, Canada The Toronto-Dominion Bank (Canada) Full time

    Job OverviewThe Toronto-Dominion Bank (Canada) is seeking a highly skilled Senior Quality Assurance Specialist to join its team. As a key member of the organization, this role will play a crucial part in ensuring the quality of our products and services.About the RoleThis position will be responsible for leading the development and execution of quality...