What Youll Be Doing (Position Summary):
TheTraining and Quality Assurance Specialist (QA)is responsible forcoordinating andfacilitatingorientation and training programs for new and existing team members within the Business Client Center. TheTraining and Quality Assurance Specialist (QA)also mentors andcoachesemployees to deliver superior client experiences, analyzes client feedback, and collaborates on the design and development of training materials to support continuous improvement.
At CIBC India we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (including on-site and remote work) will be discussed at the time of your interview.
How Youll Succeed (Responsibilities):
- Facilitate delivery of training programs, including new hire orientation, systems training, and updates on products, services, and procedures.
- Prepare training environments and materials to support effective learning initiatives.
- Coach and mentor team members to develop client experience skills and deliver exceptional service.
- Communicate client experience insights and action plans through meetings, huddles, and internal communications.
- Collaborate with BCC training and leadership teams to design and implement new training initiatives.
- Contribute to continuous improvement activities to ensure best practices and ongoing learning.
- Ensure compliance with all CIBC policies, standards, and regulatory requirements.
Experience: 5+ years of experience
Who You Are (Skills / Qualifications):
Must Have Skills:
- Bachelor’s degree in business, Human Resources, Operations Management, or a related field.
- 5+ years of experience in training, coaching, or client experience roles, preferably in a call center or financial services environment.
- Experience in instructional design or adult learning principles is an asset.
- Proficiencyin English (written and verbal).
- Strong facilitation and presentation skills for delivering training to diverse audiences.
- Excellent coaching, mentoring, and interpersonal skills.
- Analytical skills to interpret client feedback andidentifyopportunities for improvement.
- Proficiencyin training tools, e-learning platforms, and Microsoft Office suite.
- Ability to adapt tonew technologiesand evolving business needs.
- Strong organizational and project management skills.
- Commitment to continuous learning and fostering a positive client experience culture.
What CIBC India Offers:
At CIBC India, your goals are a priority. We start with your strengths and ambitions and strive to create opportunities to tap into your potential. We aspire to give you a career that goes well beyond your compensation.
- We work to recognize you in meaningful, personalized ways including competitive fixed pay, performance-based incentive programs, a family-first benefits program, employer contributions for your retirement, attractive time off and leave offerings, wellbeing support, and Moment Makers, 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 worldwide
- 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.
Privacy:
By proceeding with the creation of a profile and submitting an application in response to this job posting, you acknowledge and agree that your personal data will be collected, used, retained and disclosed by CIBC India and its affiliates, as described in theCandidate Privacy Statement.
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