Customer Service QA Manager

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

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.

• 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 an in‑depth understanding of your individual team members

• 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 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…