About this role
Your career is an investment that grows over time!
Wealthsimple is on a mission to help everyone achieve financial freedom by reimagining what it means to manage your money. Using smart technology, we take financial services that are often confusing, opaque and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with over 3+ million users who trust us with more than $100 billion in assets.
Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best work.
In this role, you'll have the opportunity to:
Drive quality standards by grading client interaction tickets per week across each pillar, ensuring consistency through regular calibration with Quality Assurance team and leadership.
Work directly with Team Leads to identify trends for CX and Operational process improvements and coaching opportunities for agents.
Work directly with Client Experience Associates (CXAs) to provide actionable feedback, coaching, and training that elevates client experience standards.
Analyze quality trends to identify process improvements, knowledge gaps, and opportunities to enhance both client and team member experiences.
Collaborate with cross-functional teams (Operations, Enablement, BDR, CXO, Leadership) to implement solutions to identified gaps and enhance client communication channels.
Support client-facing activities during peak periods, including handling complex issues and escalations when needed.
What does the ideal candidate look like?
Quality Champion: You have an exceptional eye for detail and can distinguish between good and exceptional client service. You can articulate these differences in a way that helps others improve.
Analytical Thinker: You can spot patterns across interactions and synthesize meaningful insights that lead to actionable improvements for the team and client experience.
Natural Coach: You've been a high performer and know what it takes. You love leveraging this experience to help those around you become more successful!
Effective Communicator: You can deliver feedback constructively, create clear documentation, and present insights persuasively to various audiences from frontline team members to leadership.
Process Improver: You're passionate about optimizing workflows and can translate your quality findings into practical solutions that enhance efficiency and client satisfaction.
Core Capabilities
Technical Expertise: You're very comfortable using technology, understanding how systems work, and recommending improvements to knowledge management tools.
Attention to Detail: You sweat the details. You know what top-tier performance looks like and can identify the nuances that help colleagues take their performance to the next level.
Proactive & Assertive: You identify opportunities before they become problematic. When you spot an opportunity for improvement, you take initiative to address it.
Data-Driven Decision Making: You're comfortable using data to drive insights and can translate quality metrics into actionable recommendations that improve team performance.
Cross-Functional Collaboration: You build strong relationships across teams and can effectively work with various stakeholders to implement quality enhancements.
Requirements
Must have completed a minimum of 6 months of tenure at Wealthsimple in their current position and be in good standing with their performance goals.
Exposure to Risk and Security Fundamentals (KYC/AML Concepts)
Minimum 'Meeting Expectations' performance rating in last calibration.
Consistently scoring a minimum average QA Score of 85%.
Proven track record of success (backed by measurable results).
Minimum 2 years of client-facing work experience.
Experience with quality assurance processes or performance evaluation.
Strong analytical skills and ability to identify trends from multiple data points.
Experience creating and maintaining documentation for team reference and training
Why Wealthsimple?
🤑 Competitive salary with top-tier health benefits and life insurance
📈 Retirement savings matching plan using Wealthsimple for Business
🌴 20 vacation days per year and unlimited sick and mental health days
📚 Up to $1,500 per year towards wellness and professional development budgets respectively
🛫 90 days away program: Employees can work internationally in eligible countries for up to 90 days per calendar year
🌎 A wide variety of peer and company-led Employee Resource Groups (ie. Rainbow, Women of Wealthsimple, Black @ WS)
💖 Allocated number of Wellness Days that can be scheduled over the course of the year!
We’re a remote-first team, with over 1,000 employees coast to coast in North America. Be a part of our Canadian success story and help shape the financial future of millions — join us!
Read our Culture Manual and learn more about how we work.
Technology & Innovation at Wealthsimple
We believe the future belongs to those who innovate boldly. At Wealthsimple, every team member is expected to lean into new technologies, including AI, and tooling to rethink how we work, solve problems faster, and create even greater value. We're looking for people who are not just comfortable with change but energized by it. Our commitment is to build a company that evolves at the pace of the world around us, and we want you to help lead that future.
DEI Statement
At Wealthsimple, we are building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
Accessibility Statement
Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation. We are continuously working to improve our accessibility practices and welcome any feedback or suggestions on how we can better accommodate candidates with accessibility needs.