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Quality Coach

3 months ago

Toronto, Canada Questrade Financial Group Full time

Quality Coach

5700 Yonge St, North York, ON M2M 4K2, Canada Req #2785 Thursday, June 27, 2024 Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure. We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of. This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, there are flexible working arrangements so you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at Questrade.

What’s in it for you as an employee of QFG?

Health & wellbeing resources and programs Paid vacation, personal, and sick days for work-life balance Competitive compensation and benefits packages Hybrid and flexible work arrangements Career growth and development opportunities Opportunities to contribute to community causes Work with diverse team members in an inclusive and collaborative environment

We’re looking for our next Quality Coach, Service Quality. Could It Be You?

The purpose of the Quality Coach is responsible for enhancing service quality across all communication channels.

What’s it like working as a Quality Coach, Service Quality at Questrade? 

The Quality Coach works closely with the leaders across the Questrade group of companies to establish quality standards and performance benchmarks for contact agents. They monitor client interactions for quality, provide coaching and feedback to individual agents and prepare quality reports and recommendations for presentation to team supervisors and managers. In addition, the Quality Coach develops and delivers quality training to new and existing agents.

Need more details? Keep reading…

In this role, responsibilities include but are not limited to:

Identify client interaction Quality criteria specific to their client group’s communication channels Update and review quality service standards and performance benchmarks for each criterion  Monitor client interactions on each communication channel Regularly collate, analyze and present client feedback to supervisors and managers Document quality performance results and provide balanced feedback to individual agents Prepare and present quality performance reports to managers (individual, team, department, etc.) Evaluate and compare performance results and trends with standards, controls and procedures Create customized coaching and development plans for agents according to individual performance levels Serve as the internal subject matter expert on customer-specific requirements, including product knowledge, processes, and quality expectations Proactively identify and recommend strategies to managers for ongoing service quality improvement Develop and deliver soft skills training to new employees, emphasizing Flexiti’s quality first standard and service benchmarks  Deliver periodic workshops and seminars related to service quality Remain current on client expectations as they relate to sales and service Monitor industry trends and best practices for improvement opportunities  Develop, update and maintain all relevant training material for their client group Assist with special projects and other duties as assigned

So are YOU our next Quality Coach, Service Quality? You are if you…

Have 2-3 years of related customer service and call centre experience Have proven track record of meeting quality and productivity targets Have advanced knowledge of Excel/Google Sheets Have strong benchmarking, reporting and presentation skills Personal attributes ideal for the role: excellent communication skills including the ability to provide meaningful feedback and present professional reports well developed interpersonal skillsresults drivencommitment to continual learning Thrives in a fast-paced, dynamic environment and adapts well to change Are results-oriented with a focus on achieving measurable improvements Have excellent time management skills with the ability to prioritize effectively Have ability to be tactful, diplomatic and politely persistent Are self-motivated, confident and capable of working both independently and in a team environment Bring a positive, can-do attitude to the organization, using creative solutions to solve problems

Sounds like you? Click below to apply

 #LI-HT1

#LI-Hybrid

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.

Other details

Pay Type Salary 5700 Yonge St, North York, ON M2M 4K2, Canada Share this job: