Offer summary

Qualifications:

Strong analytical skills and experience in quality assurance., Educational background in finance, banking, or related fields., Knowledge of Visa Dispute Rules and credit card processes., Ability to work independently and collaborate within a team..

Key responsibilities:

Review and evaluate the quality of employee work according to guidelines.

Perform quality control on clients' disputed transactions and ensure compliance with Visa rules.

Prepare reports on quality performance and identify improvement opportunities.

Participate in continuous improvement initiatives to enhance client satisfaction and process efficiency.

Job description

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

What You’ll Be Doing

The Quality Assurance Analyst is responsible for reviewing and evaluating the quality of work performed by employees within each specific workflow according to pre-defined quality guidelines ensuring established procedures are utilized consistently. You will ensure risk to the bank is minimized through various reviews which includes monetary and non-monetary adjustments made to clients' Credit Card account. You will perform quality control and quality assurance on clients' disputed transaction ensuring Visa Dispute Rules are adhered to. You will identify opportunities for the business to further improve on Dispute effectiveness. You will prepare various reports that reflect the overall quality performance of each team within the department, proactively participating in continuous improvement that will contribute towards Client Satisfaction and optimize process efficiency, and administering all aspects of the Collective Agreement with consistent interpretation and application are also responsibilities of this position. Please note this role is located in Halifax and does require being onsite occasionally. Working hours will be between 7:30am to 5:00pm. Please note this is a 9 month secondment opportunity.

At CIBC we enable the work environment most optimal for you to thrive in your role. You can effectively perform all work activities remotely, and will only be required to be on-site on an occasional basis.

How You’ll Succeed

Client Experience - Ensure the consistent delivery of high quality service to meet or exceed the expectations of our business partners ultimately going above and beyond to ensure accurate fulfilment of our clients requests.
Self-driven Leadership - Build a culture of collaboration and leadership with our employees, leaders and partners to deliver quality standard of assessment, timely responses and to maintain current knowledge of Visa and MC dispute rules.
Initiative - you are a passionate person who takes initiative to make things better. You have a track record of strong analysis and problem solving experience.
Quality Assurance - Conduct quality assurance and quality control on clients' requests, summarize the results, and escalate as applicable. Positively impact the mitigation of risk by identifying processing gaps and issues and support the business in their resolution.

Who You Are

Agile/adaptable. You embrace and advocate for change. You continuously evolve your thinking and the way you work in order to deliver your best.
Analytical. You give meaning to data. You enjoy investigating complex problems and making sense of information. You communicate detailed information in a meaningful way.
Client focused. You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.
Collaborative. You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life.
Detail oriented. You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making.

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.
Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

What you need to know

CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.com
You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.
We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.