Call Center Quality Assurance Specialist - Renewals
Toronto
SFR – Renewals /
Full Time /
Hybrid
Join a Challenger
Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.
We are a big (and growing!) family. Overall we serve more than 370,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than 5 million members. Together we have over $100 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our EQ Bank platform (eqbank.ca) has been named the top Schedule I Bank in Canada on the Forbes World's Best Banks 2023, 2022, and 2021 lists.
The Work
The Senior Quality Assurance (SQA) Specialist - Renewals reports directly to the Manager, Renewals and is responsible for ensuring best-in-class service quality is delivered to customers through multiple contact channels (phone, chat, SMS and others). The SQA will evaluate the contacts made by renewal specialists and provide feedback with agent-specific quality coaching.
This role is accountable to work closely with the Renewals frontline team, provide coaching to the renewal specialist, and will provide reporting and insights to the Leadership team on areas of improvement and training requirements. They will action approved initiatives to improve customer service scores, renewal percentages, and calls/renewal.
The Core Responsibilities of the Job
- Review and provide a monthly evaluation for a random sample of interactions (calls/chats/emails) handled by the Renewals team.
- Provide feedback directly to the renewal specialists on their call quality and provide coaching suggestions to improve customer interaction quality.
- Conduct monthly coaching meetings with each Renewals Manager to provide feedback (strengths and opportunities for improvement) on the quality evaluations of their specialists.
- Facilitate monthly calibration sessions with the Renewals Leadership team to ensure alignment of quality evaluations.
- Facilitate training sessions for new hires to ensure that they understand the quality evaluation process and how to provide the best-in-class customer experience.
- Develop work aids and call flow diagrams to support the frontline team in managing their customer interactions.
- Manage the catalog of existing evaluation scorecards and create new scorecards based on organizational needs.
- Create monthly summary reports, analyze results and trends, and provide insights to the Leadership team on how to improve the service quality and customer service scores.
- Action approved initiatives to drive improvements in call/renewal ratios, renewal %, and customer service scores.
- Continually provide recommendations to the Leadership team on how to improve operations and training based on observations and reports.
Let’s Talk About You!
- A post-secondary education in Business, related field, or equivalent experience.
- Minimum 3+ years of customer service and/or experience in providing quality coaching in a contact centre environment.
- Experience with the Five9 evaluation system is preferred.
- Excellent knowledge of the EQ Bank products, policies, and procedures.
- Works exceptionally well in cross-functional teams and is a champion of collaboration.
- Strong interpersonal and coaching skills to build a relationship with the Renewals team.
- Strong communication and presentation skills to facilitate training and meetings with the frontline and Leadership team.
- Solid experience using Excel, Word, PowerPoint, and SharePoint to build reports, and presentations to clearly convey results and trends.
- Motivated, detail-oriented self-starter with the ability to work independently.
- Ability to manage time effectively while administering multiple priorities.
- Strong analytical, and problem-solving skills.
What we offer [For full-time permanent roles]
💰 Competitive discretionary bonus
✨ Market leading RRSP match program
🩺 Medical, dental, vision, life, and disability benefits
📝 Employee Share Purchase Plan
👶🏽 Maternity/Parental top-up while you care for your little one
🏝 Generous vacation policy, personal days and even a moving day
🖥 Virtual events to connect with your fellow colleagues
🎓 Annual professional development allowance and a comprehensive Career Development program
💛 A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.
Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.
We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.
We can’t wait to get to know you!
