Customer Service Experience QA Manager job opportunity at Aviso Wealth Management.

Home Jobs In Canada Tag: Job Customer Service Experience QA Manager position at Aviso Wealth Management


Date2026-02-13T05:35:53.615Z bot
Aviso Wealth Management Customer Service Experience QA Manager
Experience: 7-years
Pattern: Full-time
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degreeAssociate
loacation Vancouver, Canada
loacation Vancouver....Canada

Aviso: 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 to fill an opening for a Customer Service Experience QA Manager, to join our Customer Service Experience Quality team. Reporting to the Director, Knowledge, Quality & CSE, the Customer Service Experience QA Manager, is responsible for leading our Quality Assurance team in delivering exceptional customer experiences across all channels and in all our Service Centre locations: Vancouver, Toronto, and Montreal to ensure that our customers are at the heart of what we do.  The Customer Service Experience QA Manager, plays a vital role in driving our customer experience strategy, educating and aligning team members, and providing unparalleled service and support to our customers. This requires a motivational leader, knowledgeable in quality assurance, and a track record of building loyal, motivated and caring teams for strong relationship building and collaboration with the Service Centre Leadership Team. 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 is a key role in ensuring we can transform and innovate how Customer Service Experience is done at Aviso. Who you are: Service – You put your clients’ needs first. You advocate service excellence, and work to deliver client-centric solutions, and 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: 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 Your experience and skills: At least 7 years of experience working in a similar role in a world-class customer service environment, experience in Financial Service is a plus At least 2 years in a leadership role 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

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