Bilingual Specialist, Quality Assurance

Bilingual Specialist, Quality Assurance
Employment type: Full-time
INVESCO CANADA LTD
City: Charlottetown
Last visit: 2014-05-13
Author's ads: 1

Posted: 2014-05-13

Description:

With a history of three decades supporting Canadians, Invesco operates in Canada

under the Trimark, Invesco and PowerShares product brands. Invesco Ltd. is a leading

independent global investment manager, dedicated to helping investors worldwide

achieve their financial objectives. By delivering the combined power of our distinctive

investment management capabilities, Invesco provides a wide range of investment

strategies and vehicles to our retail, institutional and high-net-worth clients

around the world. Operating in more than 20 countries, the company is listed on

the New York Stock Exchange under the symbol IVZ. Additional information is available

at www.invesco.com

Invesco Ltd. is a leading independent global investment management firm, dedicated to helping investors worldwide achieve their financial objectives. By delivering the combined power of our distinctive investment management capabilities, Invesco provides a wide range of investment strategies and vehicles to our clients around the world. Operating in more than 20 countries, the firm is listed on the New York Stock Exchange under the symbol IVZ.

Job Purpose (Job Summary):

Client Administration has an outstanding career opportunity for a Quality Assurance Specialist in Client Administration.

The team will act as consultants to assigned Client Admin teams with the goal of continuously raising the bar in service and accuracy excellence. The team is responsible for coaching to enhance performance and providing support for all call and correspondence quality initiatives.

Key Responsibilities / Duties: Responsible for the ongoing improvement of transaction processing and call quality performance of Administrators on the Client Administration team and to increase customer satisfaction and loyalty through coaching and call monitoring

Evaluate and score calls/correspondence using the Invesco call/correspondence Quality standards

Conduct formal one on one coaching sessions and demonstrate effective coaching techniques. Coaching to include but not limited to call and correspondence audits as well as technical coaching

Create action plans for the developmental needs of the Administrators in order to enhance service excellence

Communicate positive and constructive feedback in an honest and timely manner

Identify performance gaps by providing specific feedback and reporting to Supervisors and Managers using audit information obtained from call, correspondence and transaction monitoring data

Participate in and administer regular call calibration meetings with QAS and supervisors to promote awareness and consistency for all call quality standards and processes

Participate in and administer regular transaction calibration meetings with QAS and supervisors to promote awareness and consistency for all transaction quality standards and processes

Work closely with department Supervisors to provide and/or coordinate training solutions to enhance the performance of their assigned team based on identified knowledge gaps

Enter all monthly call audits using the QFiniti performance system in a timely manner

Responsible for audit administrations including identifying and assigning call and correspondence audits as well as ensuring that they are all entered into QFiniti

Provide expertise and involvement in special projects and department campaigns as required

Act as a reserve administrator as required (e.g. during RSP season)

Ensuring all audits are entered into the database for the purpose of calculation Incentive Metrics

Responsible for late shift support as required

Responsible for supporting the CA Questions Box as required

Participate in daily workflow administration as required

Responsible for reviewing the weekly coaching log to determine if errors have been correctly attributed and to identify potential coaching opportunities

Provide policy and procedure updates when discrepancies are identified

Mentoring and cross training of task when required

Work within the queue an hour per day unless otherwise directed to remain current on task requirements.

Work Experience / Knowledge: Minimum 3 years' experience in a Client Administration type function

Completion or enrollment in IFIC, CSC or other industry related courses would be an asset

Excellent knowledge of Invesco's transaction processing standards and business policies & procedures

Previous coaching experience, an asset

Bilingualism, an asset

Skills / Other Personal Attributes Required: Excellent communication skills (written and oral)

Strong attention to detail

Strong customer service skills

Ability to make effective decisions

Ability to provide constructive feedback

Effective organizational skills

Formal Education: (minimum requirement to perform job duties) Post-Secondary education, preferredThe above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.

Invesco is committed to fair and accessible employment practices. If selected for an interview, we will work with you to ensure that your interview is accessible and accommodation is provided. Please contact us at accessibility@invesco.ca or 1.800.874.6275 to let us know if you require accommodation for an interview due to a disability.

Industry: Financial Services and Banking

Job Function: Administrative and Clerical

Website: http://www.invesco.com