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.