Control Tester & Advisor responsible for assessing controls and providing risk advisory support at BMO financial group. Collaborating with business and technology teams to enhance Data & AI governance.
About the role
- Customer Service Experience QA Manager leading quality assurance team at Aviso Wealth. Driving customer experience strategy, building motivated teams, and ensuring exceptional service delivery.
Responsibilities
- Lead and mentor a team of QA Associates, providing guidance, coaching, and development opportunities to ensure exceptional performance
- Analyze and report on key performance indicators (KPIs) such as CSAT and QA Scores, making recommendations for improvement
- Develop and implement quality standards, processes, and procedures to ensure alignment with our customer service experience strategy leading to unparalleled customer satisfaction
- Partner and collaborate with other departments including Operations, Compliance, Privacy, Workforce Management, etc., to identify areas for improvement, implement changes that enhance customer satisfaction, and reduce complaints
- Treat our Customer Service Officers and Investment Representatives as your “customers” ensuring they are supported, respected, communicated to and included in all of our quality activities
- Drive customer experience initiatives across all channels and mediums, focusing on customer-centric culture, empathy, ownership, and customer loyalty.
- 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
- Champion the service philosophy in everything you do and every meeting you are in
Requirements
- At least 3 years of experience working in a similar role in a world-class customer service environment, experience in Financial Service is a plus
- You have excellent written and verbal communication, presentation, and interpersonal skills with the ability to build strong relationships across a variety of levels
- Excellent at listening, making people feel heard and valued
- A believer in servant leadership and an eternal student of service
- Someone with a strong work ethic who leads by example, who works hard and plays hard
- Someone who is not afraid to ask others for help when needed
- Not territorial or worried about looking good but would rather have everyone look good together
- Flexible to work at different times in order to run this operation
- Excellent proficiency in using Office 365 (e.g. Excel, Word, etc.). Experience with other systems such as Genesys and AmpliAI is an asset
- Fluent communication skills in English are required and bilingual skills in French are an asset
Benefits
- 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
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