Contact Center Call Monitor

Brandt Group of Companies; Regina; On-site; CAD 30,000 - 60,000; Full time

Job summary

A leading company in the sector in Regina is seeking a Quality Assessment Representative. In this role, you will deliver customer experience goals through observation and feedback, assist in continuous improvement initiatives, and resolve customer complaints. Candidates should demonstrate adaptability and a proactive approach to customer service. This position is essential for enhancing the customer experience within the contact center.

Responsibilities

• Deliver customer experience goals through observation and assessment
• Provide feedback to representatives and leadership team
• Drive initiatives for continuous improvement
• Take ownership of customer opportunities
• Assist in resolving customer complaints and escalations
• Achieve monthly call quality assessments and goals

Job description

Brandt is currently seeking a Quality Assessment Representative for our Regina Location.

• Deliver Contact Centre customer experience goals through observation and assessment of parts and reception calls
• Providing feedback to representatives and leadership team
• Assisting in driving initiatives for continuous improvement
• Take ownership of customer opportunities
• Demonstrate adaptability and flexibility by performing additional duties as required within the Customer Support Center
• Assist in resolving customer and branch complaints and escalations as needed
• Keep current with contact center and customer experience trends and insights from call centre and branch call listening as well as other industry best practices
• Achieve monthly parts and reception call quality assessments and customer experience goals
• Conduct research to help accelerate customer experience outcomes
• Participate in regular and adhoc call listening deep dives/call audits to understand best practices, key areas requiring focus and to make appropriate corrective action recommendations