Quality Call Analyst at Intact Financial Corporation

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.
 

About the role

We are looking for a Call Quality Analyst to join our growing team!

What you will accomplish with us :

• Listen to delayed call excerpts to calibrate trends on targeted indicators.
• Produce statistical reports for training needs analysis.
• Collaborate with senior analysts in the development of a strategic training plan.
• Ensure continuous improvement of customer service by proposing action plans to achieve Virage distributor performance objectives.
• Identify actions required in real time to optimize customer experience performance.
• Take 15% of sales and service calls and/or agent support line calls.  

What you bring to the table :

• Hold an AMF license, with a minimum of one year's prior experience in a sales and customer service agent role
• Bilingualism (French/English) required: need to answer calls and provide service to English-speaking customers on a regular basis
• Excellent customer service skills and a drive for continuous improvement
• Strong leadership, communication, problem-solving and interpersonal skills
• Good time and priority management skills, and ability to handle several files simultaneously
• Proactivity, autonomy and attention to detail
• High level of professionalism, integrity and ethics
• Good computer skills in Excel and Word

#LI-Hybrid

What we offer
 

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a temporary member of our team:

• Inspiring leaders and colleagues who will lift you up and help you grow

• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities.

• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.