Conduct 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 improvement
Assess and document performance through ongoing summaries and analyze Advisor Service Centre data through reporting on departmental trends and statistics
Participate in meetings and presentations with inbound management to provide feedback on team’s performance and identified trends
Identify areas of service enhancements and communicate the recommendations through meetings and presentations
Assist with oversight and calibration for evaluations completed by external partners
Support Onboarding and Best Practices (BP) training, providing mentorship, guidance and support to new hires