Service Quality Analyst Jobs

Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure.

We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, there are flexible working arrangements so you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at Questrade.

What’s in it for you as an employee of QFG?

• Career growth and development opportunities
• Paid vacation, personal, and sick days for work-life balance
• Hybrid and flexible work arrangements
• Health & wellbeing resources and programs
• Opportunities to contribute to community causes
• Competitive compensation and benefits packages
• Work with diverse team members in an inclusive and collaborative environment

We’re looking for our next Service Quality Analyst. Could It Be You?

The Service Quality Analyst will support all QuestEnterprise lines of business and collaborate closely with other teams to analyze, recommend and influence the Service Quality vision.

What’s it like working as a Service Quality Analyst at Questrade?

The Service Quality Analyst will be primarily responsible for administering, analyzing and making recommendations based on service quality data such as speech analytics, internal evaluations, client satisfaction and usability surveys to improve the client experience.

Need more details? Keep reading…

In this role, responsibilities include but are not limited to:

• Collaborate with cross-functional teams to identify and address quality improvement opportunities
• Proactively identify opportunities for improvement by leveraging Genesys tools, internal heat maps, CSAT, and other tools
• Monitor and escalate interactions of interest to the appropriate teams and ensure completion of necessary next steps
• Work with the reporting team to build and refine quality reports
• Identify, create, and refine impactful topics within Genesys to realize business objectives
• Administer, analyze, and make recommendations based on internal evaluations, CSAT, speech analytics data to improve enterprise Service Quality
• Consult with business units to assist with the preparation of opportunity assessments and business cases that will help rationalize project ideas
• Develop and implement metrics to evaluate the effectiveness of quality initiatives
• Generation of scheduled and ad-hoc reports, recommendations, and presenting findings to the business
• Be an active member of the Genesys community, have a strong grasp of the upcoming Genesys features, and make recommendations on how to implement new upgrades

So are YOU our next Service Quality Analyst? You are if you…

✔ Have a Bachelor’s Degree or an equivalent combination of education and experience

✔ Have 1 year of experience in reporting metrics

✔ Have experience working with contact center data.

✔ Have experience working with Genesys Cloud data.

✔ Are expert with Google sheets, creating formulas, scripts and data analytics skills.

✔ Have working knowledge of dataset creation in Microsoft Power BI and building visuals including basics of DAX.

✔ Have ability to work with complex data sets.

✔ Have excellent verbal and written communication skills.

✔ Are result oriented and capable of handling multiple tasks and meeting stringent deadlines

✔ Are committed to providing outstanding customer service.

✔ Are self-motivated, confident and capable of working both independently and in a team environment.

✔ Have outstanding written and verbal communication and interpersonal skills.

✔ Have creative solutioning to problem solving mindset.

Sounds like you? Click below to apply!

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. We value the unique skills and experiences each individual brings, and believe that when our teams feel supported and motivated, their creativity becomes a source of innovation. We are also committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and also one which reflects the diversity of the communities we serve and operate in to help us revolutionize financial services for the benefit of all of our customers. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.

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