Senior Enablement Associate - Quality Assurance (1-Year Contract)
To see similar active jobs please follow this link: Remote Customer Success jobs
Your career is an investment that grows over time!
Wealthsimple is on a mission to help everyone achieve financial freedom by reimagining what it means to manage your money. Using smart technology, we take financial services that are often confusing, opaque and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with over 3 million users who trust us with more than $30 billion in assets.
Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best work.
In this role, you will:
Work on various Enablement initiatives that will support the CX team in raising the bar and becoming our clients’ primary investing relationship.
Leverage data to identify opportunities and implement solutions to optimize the enablement program with a clear understanding of impact, risks, and trade-offs.
Engage with stakeholders across the CX team to ensure they are kept informed on initiatives that impact them and their team, have trust in the program and can speak to its importance and impact.
Manage the relationship and contract renewal process with external vendors.
Be responsible for the day-to-day maintenance and upkeep of the Quality Assurance program within Client Experience.
This includes:
Building and executing QA plans that help teams achieve their goals
Administering the QA evaluation tool and managing weekly grading assignments
Conduct grader QA and host calibration sessions to ensure alignment across the program
Help stakeholders understand quality trends and opportunities within their mandate
Enabling our BPO partners to execute their QA programs with Wealthsimple quality standards in mind
What skills does the ideal candidate have?
Quality expert: You inherently understand what a great client interaction looks and sounds like. You are passionate about equipping the Client Experience team with the skills to do this well.
Attention to detail: You have the ability to review interactions with a fine-tooth comb. No stone will go unturned for each and every interaction that you review.
Project Management: You have experience working with a project plan, managing stakeholders and expectations, and producing high-quality work within tight timelines.
Action orientation: You have a clear bias for action and the ability to act without being told what to do, take full ownership of work and seek help and input when needed.
Prioritization & problem-solving: You know how to break down complex problems and identify root causes. You know how to balance what needs to be done with what’s possible to do. You understand the scope of an issue and its priority.
Ship it then improve it: You are constantly looking for ways to improve and optimise the Enablement program that you manage.
Resourcefulness: You should have a demonstrated track record of persevering in adversity where priorities and direction can evolve quickly. You should have a positive can-do attitude and be adaptable to evolving business goals.
Why Wealthsimple?
🤑 Competitive Salary with top-tier health benefits and life insurance
📈 Retirement savings matching plan using Wealthsimple Work
🌴 20 vacation days per year and unlimited sick and mental health days
📚 Up to $1500 per year towards wellness and professional development budgets respectively
🛫 90 days away program: Employees can work internationally in eligible countries for up to 90 days per calendar year
🌎 A wide variety of peer and company-led Employee Resource Groups (ie. Rainbow, Women of Wealthsimple, Black @ WS)
💖 Company-wide wellness days off scheduled throughout the year
We’re a remote-first team, with over 1000 employees coast to coast in North America. Be a part of our Canadian success story and help shape the financial future of millions — join us!
Read our Culture Manual and learn more about how we work.
DEI Statement
At Wealthsimple, we are building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
Accessibility Statement
Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation. We are continuously working to improve our accessibility practices and welcome any feedback or suggestions on how we can better accommodate candidates with accessibility needs.
Senior Enablement Associate - Quality Assurance (1-Year Contract)
To see similar active jobs please follow this link: Remote Customer Success jobs
Your career is an investment that grows over time!
Wealthsimple is on a mission to help everyone achieve financial freedom by reimagining what it means to manage your money. Using smart technology, we take financial services that are often confusing, opaque and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with over 3 million users who trust us with more than $30 billion in assets.
Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best work.
In this role, you will:
Work on various Enablement initiatives that will support the CX team in raising the bar and becoming our clients’ primary investing relationship.
Leverage data to identify opportunities and implement solutions to optimize the enablement program with a clear understanding of impact, risks, and trade-offs.
Engage with stakeholders across the CX team to ensure they are kept informed on initiatives that impact them and their team, have trust in the program and can speak to its importance and impact.
Manage the relationship and contract renewal process with external vendors.
Be responsible for the day-to-day maintenance and upkeep of the Quality Assurance program within Client Experience.
This includes:
Building and executing QA plans that help teams achieve their goals
Administering the QA evaluation tool and managing weekly grading assignments
Conduct grader QA and host calibration sessions to ensure alignment across the program
Help stakeholders understand quality trends and opportunities within their mandate
Enabling our BPO partners to execute their QA programs with Wealthsimple quality standards in mind
What skills does the ideal candidate have?
Quality expert: You inherently understand what a great client interaction looks and sounds like. You are passionate about equipping the Client Experience team with the skills to do this well.
Attention to detail: You have the ability to review interactions with a fine-tooth comb. No stone will go unturned for each and every interaction that you review.
Project Management: You have experience working with a project plan, managing stakeholders and expectations, and producing high-quality work within tight timelines.
Action orientation: You have a clear bias for action and the ability to act without being told what to do, take full ownership of work and seek help and input when needed.
Prioritization & problem-solving: You know how to break down complex problems and identify root causes. You know how to balance what needs to be done with what’s possible to do. You understand the scope of an issue and its priority.
Ship it then improve it: You are constantly looking for ways to improve and optimise the Enablement program that you manage.
Resourcefulness: You should have a demonstrated track record of persevering in adversity where priorities and direction can evolve quickly. You should have a positive can-do attitude and be adaptable to evolving business goals.
Why Wealthsimple?
🤑 Competitive Salary with top-tier health benefits and life insurance
📈 Retirement savings matching plan using Wealthsimple Work
🌴 20 vacation days per year and unlimited sick and mental health days
📚 Up to $1500 per year towards wellness and professional development budgets respectively
🛫 90 days away program: Employees can work internationally in eligible countries for up to 90 days per calendar year
🌎 A wide variety of peer and company-led Employee Resource Groups (ie. Rainbow, Women of Wealthsimple, Black @ WS)
💖 Company-wide wellness days off scheduled throughout the year
We’re a remote-first team, with over 1000 employees coast to coast in North America. Be a part of our Canadian success story and help shape the financial future of millions — join us!
Read our Culture Manual and learn more about how we work.
DEI Statement
At Wealthsimple, we are building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
Accessibility Statement
Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation. We are continuously working to improve our accessibility practices and welcome any feedback or suggestions on how we can better accommodate candidates with accessibility needs.