Quality Assurance Associate

6 months ago

Vancouver, 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.

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 those around them
- Proficiency in Office 365, specifically Outlook, Word and Excel

You will be measured on:

- Your productivity - you will need to meet the minimum number of evaluations per CSO per month
- Your variance score versus your peers to ensure you are al

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