Quality Assurance Analyst

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

What You'll Be Doing

As a member of the disputes management team you will be 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.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

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

• You're passionate about people. You validate information and process requests in accordance to procedures to ensure client satisfaction.

• You give meaning to data. You identify and recommend improvements to operations to increase efficiency of processes and systems.

• You embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver your best.

• You're driven by collective success. You demonstrate strong collaborative client experience which includes timely and helpful responses to queries.

• You look beyond the moment. You make decisions and take actions to ensure all incoming requests have appropriate approvals and authorization to process has been obtained.

• Values matter to you . You bring your real self to work and you live our values - trust, teamwork, and accountability. 

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-

• CIBC is committed to clarity in our hiring process. All roles posted are opportunities we're actively recruiting for, unless stated otherwise.

• 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 test (such as simulation, coding, French proficiency).

• We use artificial intelligence tools during the recruitment process. 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.

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