Job Description

Requisition ID: 244840

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose of Job:

As a member of the Trading and Customer Service team, the Quality Monitoring Associate will actively monitor, evaluate, and report on the quality of inbound and outbound service and trade calls for the business, across all customer segments. The incumbent will ensure that industry-leading customer service is provided and will monitor call quality using specific guidelines and methodologies to ensure that customer satisfaction standards are met. The incumbent will actively analyze their results to determine trends, draw conclusions, and provide informed recommendations to appropriate team members and management, such that quality metrics are met and appropriate business solutions are developed. The incumbent will proactively promote the business line strategy of developing a customer-focused culture, with an added emphasis on service quality, directly contributing to the overall success and profitability of the business.

Major Accountabilities:

1. Ensure industry-leading customer service and call quality across all contact centers and customer segments:

   • Develop a thorough knowledge of service expectations, gaps, and trends in call quality
   • Ensure evaluations are comprehensive, consistent, and justified
   • Monitor adherence to operational guidelines, compliance, and credit policies with industry and iTRADE regulations
   • Demonstrate professionalism and added-value experience for all customers
   • Exhibit world-class quality (caring, willingness to help, knowledge, decision-making, resolution)

2. Ensure business processes and operations are executed efficiently:

   • Maintain confidentiality of all customer information
   • Respond to and resolve unusual occurrences/escalations to client satisfaction
   • Participate in developing and promoting best practices for customer service
   • Analyze customer satisfaction survey results and recommend enhancements

3. Protect and enhance Scotia iTRADE’s reputation:

   • Address audit findings appropriately
   • Handle call escalations that create potential business risk/liability
   • Adhere to Guidelines for Business Conduct and Privacy Code
   • Understand legal implications of customer requests

4. Collaborate with internal support departments and Scotia iTRADE Centres:

   • Understand all Scotia iTRADE customer segments
   • Work with internal and external departments to address business needs
   • Provide data for customer satisfaction surveys
   • Attend meetings, workshops, and training related to call quality
   • Suggest and create solutions with operations

5. Collaborate with management to meet call quality measures:

   • Implement quality-related projects and initiatives
   • Provide recommendations for call monitoring needs, trends, and product launches
   • Organize calibration sessions with management
   • Ensure compliance with regulatory and iTRADE guidelines
   • Maintain awareness of CIRO regulations, market conditions, and emerging trends
   • Manage compliance issues (KYC, AML, CASL) and privacy matters
   • Assist with audits and compliance processes
   • Resolve customer and branch concerns quickly and professionally
   • Analyze root causes of service issues and implement corrective actions
     
     

Education / Work Experience / Designations:

• • Canadian Securities Course (CSC), Conduct and Practice Handbook (CPH)
  • 1–2 years industry experience
  • University or college degree
  • Thorough knowledge of iTRADE product lines, services, and operations
  • Experience in brokerage and customer service
  • Strong judgment and decision-making skills
  • Ability to work in a fast-paced environment
  • Excellent prioritization, organization, and time management skills
  • Expert verbal, visual, and written communication skills
  • Superior interpersonal skills
  • Effective conflict resolution and problem-solving skills
  • Demonstrated customer service excellence
  • Ability to maintain confidentiality
  • Ability to manage multiple projects
  • Strong analytical skills and PC proficiency (MS Office, spreadsheets, databases)
  • Familiarity with trading platforms
  • Knowledge of equities, options, fixed income, mutual funds, and related markets
  • Understanding of Scotia/industry regulations and trading standards
  • Strong autonomy and ability to maintain close working relationships

#SWM

Location(s): Canada : Ontario : Toronto || Canada : Ontario : Ottawa

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.