Trainer, Quality Control Analyst

Build the future with us

Are you driven by excellence in customer service and eager to contribute to a company whose mission is to ensure clients feel confident and secure about their future? As a Trainer, Quality Control Analyst, you will play a key role in the continuous improvement of interactions with our clients and partners, ensuring that every exchange meets the company’s high standards.

This position is a great opportunity to showcase your skills and fully realize your potential within a caring and trustworthy company. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation. Reporting to the Client and Partner Contact Center Manager, you will be responsible for evaluating interaction quality, providing constructive feedback, creating tailored training content, and implementing follow-up processes to ensure performance and service excellence.

What you’ll accomplish with us

As a Trainer, Quality Control Analyst, you’ll be at the core of our mission. Here are the main responsibilities:

• Act as a resource person to ensure the quality of team interactions with clients and partners, instilling call quality principles and the iA client experience in every interaction.

• Establish and apply a quality control process based on guiding principles, providing constructive feedback in person and in writing to customer service representatives.

• Develop personalized action plans with customer service representatives, set objectives, and monitor their progress.

• Identify trends and improvement opportunities to enhance the training program and knowledge base, and develop employee skill development plans.

• Create and distribute educational content and capsules related to orientation and client experience, including writing scripts and procedures for representatives.

• Collaborate with assistant directors and team leaders to monitor performance and productivity, proposing solutions tailored to identified needs.

What could accelerate your success in this role

We’re looking for someone who:

• Is recognized for their ability to effectively deliver educational content and foster learning.

• Stands out for positivity, agility, and openness to change.

• Demonstrates strong teamwork, diplomacy, and interpersonal skills.

• Is known for prioritization, organization, and analytical and synthesis skills.

• Has 2 to 5 years of experience in customer service in a contact center, as well as a degree in administration, insurance, or financial services (or any combination of relevant experience).

• Possesses excellent knowledge of current Individual Savings and Retirement products and procedures (an asset) and is proficient in Microsoft Office Suite.

• Has an advanced level of English, as the role involves collaborating with English-speaking colleagues, delivering training in English, and providing nationwide mentoring daily.

• Has an advance level of French, as the role will involve collaborating with French-speaking colleagues daily.

Why you’ll love working with us

• A work environment where learning and development merge with a collective pursuit of excellence.

• A healthy, safe, fair, and inclusive environment where potential can be freely expressed and developed.

• The opportunity to work in a hybrid environment, supported by flexibility and access to inspiring and innovative workspaces.

• Competitive benefits: Flexible group insurance, competitive pension plan, stock purchase plan, vacation and wellness/personal development days, telemedicine, employee and family assistance program, ergonomic furniture program, performance bonus, discounts on iA products, and much more!

Apply now and get ahead of your career, where your talent really belongs! 

Still unsure about applying?

At iA, we believe in potential and value diverse experiences. If this role inspires you, go ahead and apply – your place might be with us, and we want to get to know you!