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.
As a Senior Quality Associate for Concierge & Gold Glove, you'll serve as the quality champion for our Wealth Management client service teams, ensuring exceptional service delivery across both Concierge and Gold Glove functions. You'll leverage your deep understanding of client service excellence to drive quality improvements, provide actionable coaching insights to leaders, and identify opportunities that enhance both client satisfaction and operational effectiveness across our Wealthsimple Concierge client experience teams.
In this role, you will be expected to:
Conduct comprehensive QA reviews for all team members across both Gold Glove and Wealthsimple Concierge teams, ensuring consistent quality standards for the Wealth Management clients interactions.
Report on performance trends and quality insights to Leaders, providing data-driven recommendations for team improvement.
Lead and influence stakeholders across the CXO org to get buy-in on recommended program changes while ensuring they have trust in our expertise.
Provide coaching tips and actionable feedback to Team Leads to enhance their team development conversations and performance management approaches.
Conduct live shadowing of team members' work to observe best practices, identify coaching opportunities, and gather real-time quality insights.
Handle tickets and client interactions directly to stay current on team requirements, emerging trends, and evolving client needs.
Leverage AI tools and technologies to improve the efficiency and effectiveness of the QA evaluation process, including prompt engineering and AI-driven quality assessmentsUpdate existing process documentation based on quality expectations and create new process documentation as needed to maintain service standardsIdentify process improvement opportunities based on QA review patterns and client interaction analysis.
Lead project work on process improvement initiatives, collaborating cross-functionally to implement solutions that enhance service delivery.
Assist with training and enablement of new hires across both teams, ensuring they meet the sophisticated service expectations required for Wealthsimple Concierge teams’ client support.
Mentor new QA Associates, sharing expertise and best practices to help them develop their skills and knowledge.
Collaborate with Concierge and Gold Glove leadership to maintain and elevate service standards that meet the unique needs of Wealth Management Clients.
Analyze quality data to identify trends, gaps, and opportunities that support business growth and client satisfaction goals.
Facilitate bi-monthly team calibration sessions to ensure consistency in quality evaluation across team members and leadership.
Support strategic experiments and initiatives by providing quality assessment frameworks and evaluation metrics.
We're looking for people who are:
Wealthsimple knowledge experts: You possess deep understanding across multiple Wealthsimple pillars (investing, trading, Premium, etc.) and can explain complex financial concepts in simple, accessible ways to both clients and team members.
Quality excellence champions: You understand exceptional service for Wealth Management clients and can identify strengths and improvement opportunities in complex interactions.
Data-driven analyzers: You can gather, interpret, and present quality data that drives meaningful action and business improvement.
Cross-functional leaders: You excel at working cross collaboratively to implement quality improvements, secure buy-in for changes, and influence across organizational levels.
Quality standard enforcers: You're comfortable providing direct feedback when performance doesn't meet our Wealthsimple Concierge client service expectations, understanding that our Wealth Management clients deserve nothing less than excellence.
Coaching and development focused: You translate quality observations into actionable coaching recommendations and can design/deliver training content that helps team members reach high service standards.
Process and documentation owners: You spot inefficiencies, lead improvement projects, and create clear documentation that enables consistent service delivery.
Strategic mentors: You see patterns across interactions, identify opportunities benefiting clients and business, and guide/develop new team members while sharing knowledge.
Hands-on and adaptable: You're comfortable staying actively involved in the work (shadowing, handling tickets) while managing multiple initiatives and embracing ambiguity as growth opportunities.
Requirements
Must have completed a minimum of 6 months of tenure at Wealthsimple and be in good standing with their performance goals.
Minimum 'Meeting Expectations' performance rating in last calibration.
Strong understanding of Wealth Management client service expectations and complex financial service delivery.
Experience in quality assurance, coaching, or performance improvement roles preferred.
Demonstrated ability to analyze data and provide actionable insights.
Experience working with cross-functional teams and senior stakeholders is an asset.
Bilingual (French and English) is an asset.
Why Wealthsimple?
🤑 Competitive salary
📈 Retirement savings matching plan using Wealthsimple for Business
🌴 20 vacation days per year
🛫 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)
💖 Company-wide wellness days off scheduled throughout 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.