The Quality Assurance Analyst (QAA) is an integral member of the CI Wealth L&D; team and will be responsible for administering Quality Evaluations (QEs). The QAA reports to the Director, Learning & Development and is expected to complete QEs for the Client Experience team.ResponsibilitiesConduct regular Quality Evaluations for Telephone Calls, Emails, and Click to Chat engagements (CI Wealth)Monitor CSA calls, delivering feedback and coaching regarding exceptional service or opportunities for improvementAssess and document performance through ongoing summaries and analyze Advisor Service Centre data through reporting on departmental trends and statisticsParticipate in meetings and presentations with inbound management to provide feedback on team’s performance and identified trendsIdentify areas of service enhancements and communicate the recommendations through meetings and presentationsAssist with oversight and calibration for evaluations completed by external partnersSupport Onboarding and Best Practices (BP) training, providing mentorship, guidance and support to new hiresQualificationsStrong working knowledge of CI and/or Assante financial products and services, as well as the Assante Client Experience interaction model to grade and provide feedback to CX team membersExcellent customer service skillsMotivated self‑starter with solid organizational skills and exceptional communication skills with the ability to adapt to varying communication stylesAnalytical skills and ability to identify trends and provide recommendationsAbility to problem solve with a win‑win approachStrong verbal and written communication skillsA team player, skilled at effectively building and maintaining relationships at all levels, and successfully collaborating with others to achieve common goalsExcellent organizational skills, and a strong sense of urgencyMust be bilingual in French & EnglishCompensation & BenefitsBase salary range $42,500 - $71,000 (varies by experience, skills, education, budget, geographic location)Eligible for participation in a bonus programHealth insurance coverage, wellness programs, life and disability insurance, retirement savings plans, paid leave programs, education‑related programs, paid holidays and vacation time, and many others (subsidized or fully paid)Extra benefits: modern HQ location within walking distance, training reimbursement, paid professional designations, employee savings plan (ESP), corporate discount program, enhanced group benefits, parental leave, top‑up program, paid time off for volunteeringThis role follows our in‑office work model and requires employees to be onsite four days per week to support collaboration and business needs.CI Financial Corp. and all of our affiliates (“CI”) are committed to fair and accessible employment practices and provide reasonable accommodations for persons with disabilities. If you require accommodations in order to apply for any job opportunities, require this posting in an additional format, or require accommodation at any stage of the recruitment process please contact us at [email protected], or call 416‑364‑1145 ext. 4747.#J-18808-Ljbffr

📌 Quality Assurance Analyst - $42,500 - $71,000 A Year (Winnipeg)
🏢 CI Financial
📍 Winnipeg