Quality Assurance Associate

Aviso Wealth:

At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at www.aviso.ca.

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

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 aligned in how quality is scored
• Minimal amount of disputed evaluations
• World class service as is demonstrated by the Service Centre having amazing customer satisfaction
• Leadership and ability to ensure our team are at the heart of our incentive and recognition programs as measured by high employee satisfaction, low absenteeism, turnover, etc.
• Commitment to team as measured by leader and peer compliments

Why Aviso Wealth?

At Aviso Wealth, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:

• Competitive compensation package that rewards and recognizes individual contributions
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• Generous vacation time, fitness benefit, parental leave top-up options
• Matching contributions to our retirement program
• Commitment to the continuous improvement of our staff through learning & development and an education assistance program
• Regular social events to foster teamwork

Equal Employment Opportunity

Aviso Wealth welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

No recruiters or agencies, please.

Company Overview:

Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with over $125 billion in total assets under administration and management, and over 1,000 employees. We’re building a comprehensive, technology-enabled, client-centric wealth services ecosystem. Our clients include our partners, advisors, and investors. We’re a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers. Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry. Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors. Our asset manager, NEI Investments, specializes in investing responsibly. Our online brokerage, Qtrade Direct Investing®, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios®, serves investors who prefer a hands-off approach. Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms. We have offices in Toronto, Vancouver, Montreal, and Winnipeg. Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins. We’re proud to power businesses that empower investors.

A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development. If you’re looking for interesting and challenging work, at a company committed to its people, apply to join our team.

Salary

This position is posted with an expected salary range of $63,000 - $75,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.