Contact Center Call Monitor

Brandt Group of Companies; Regina; On-site; CAD 52,000 - 68,000; Full time

Benefits offered by this job

Competitive compensation

Continuous Learning

Advancement opportunities

Comprehensive benefits

Retirement planning

Job summary

Brandt Group of Companies seeks a dedicated Customer Support Auditor to elevate contact center quality. You will observe calls, conduct audits, and deliver timely feedback to frontline teams, aiming for improved customer satisfaction and service consistency.

The role emphasizes resolving escalations, supporting branches, and driving continuous process improvements in a fast-paced environment. Strong communication and Microsoft Office skills are valued; EN/FR bilingualism is a plus.

Qualifications

• Strong communication skills to convey information clearly with executive leadership and colleagues.
• Previous experience supporting customer service quality initiatives.
• Ability to compose clear, professional correspondence including memos, letters, and emails.
• Strong organizational skills with the ability to manage multiple tasks and projects effectively, meeting deadlines in a fast-paced environment.
• Strong attention to detail to ensure accuracy and consistency.
• Bilingual English and French considered an asset.

Responsibilities

• Deliver contact center experience goals by observing and assessing parts and reception calls to ensure high service standards.
• Conduct regular and ad hoc call audits to identify best practices and improvement areas, driving consistent service quality.
• Achieve monthly quality assessment targets for call monitoring and customer experience metrics.
• Provide timely, constructive feedback to representatives and leadership to support performance improvement and customer satisfaction.
• Recommend corrective actions based on call evaluations and trends to improve representative effectiveness and consistency.
• Take ownership of customer opportunities to ensure issues are addressed promptly and thoroughly.
• Assist in resolving escalations and complaints from customers and branches, supporting frontline teams as needed.
• Demonstrate adaptability and flexibility by performing additional tasks within the Customer Support Center to meet business needs.
• Drive continuous improvement initiatives by identifying process gaps and recommending enhancements to the customer experience.
• Conduct research and analysis of customer interactions to accelerate positive outcomes and streamline service delivery.
• Stay informed on customer service trends by reviewing call center data, branch feedback, and industry best practices.
• Other duties as assigned.

Skills

Communication skills

Organizational skills

Attention to detail

Professional writing

Bilingual EN/FR (asset)

Tools

Microsoft Office

Job description

Who We Are

Brandt is a customer driven company, privately owned and family run, strengthened by diversification and succeeding through specialization. We operate over 170 locations across Canada, the USA, Australia, and New Zealand.

For nine decades, the people of Brandt have stood shoulder-to-shoulder with the hardworking people that we serve. And really, there’s no place we’d rather be because just like them, it’s when we’re working hard and getting things done that we’re at our best.

Our success is driven by a passionate belief in the unlimited potential of our company and the ultimate success of our customers and we act on that belief every single day.

That’s Powerful Value, Delivered.

What You Will Be Responsible For

• Deliver contact center experience goals by observing and assessing parts and reception calls to ensure high service standards.
• Conduct regular and ad hoc call audits to identify best practices and improvement areas, driving consistent service quality.
• Achieve monthly quality assessment targets for call monitoring and customer experience metrics.
• Provide timely, constructive feedback to representatives and leadership to support performance improvement and customer satisfaction.
• Recommend corrective actions based on call evaluations and trends to improve representative effectiveness and consistency.
• Take ownership of customer opportunities to ensure issues are addressed promptly and thoroughly.
• Assist in resolving escalations and complaints from customers and branches, supporting frontline teams as needed.
• Demonstrate adaptability and flexibility by performing additional tasks within the Customer Support Center to meet business needs.
• Drive continuous improvement initiatives by identifying process gaps and recommending enhancements to the customer experience.
• Conduct research and analysis of customer interactions to accelerate positive outcomes and streamline service delivery.
• Stay informed on customer service trends by reviewing call center data, branch feedback, and industry best practices.
• Other duties as assigned.

What We Look For

• Possess strong communication skills to convey information clearly with executive leadership and colleagues.
• Previous experience supporting customer service quality initiatives.
• Ability to compose clear, professional correspondence including memos, letters, and emails.
• Strong organizational skills with the ability to manage multiple tasks and projects effectively, meeting deadlines in a fast-paced environment.
• Strong attention to detail to ensure accuracy and consistency.
• Proficient in Microsoft Office.
• Bilingual (English and French) considered an asset.

What We Offer

• Competitive compensation: we offer fair, market-based wages that recognize your skills, experience, and contributions.
• Continuous Learning: through on-the-job training and educational opportunities.
• Advancement opportunities within a growing company that values initiative and teamwork.
• Comprehensive benefits coverage: including health, dental and more to support your wellbeing.
• Retirement planning: Pension and RRSP programs to help you invest in your future.

When you work for Brandt, we work for you. It’s as simple as that.