Customer Service QA Coach & Floor Support

IntouchCX; Winnipeg; On-site; CAD 42,000 - 58,000; Full time

Job summary

IntouchCX is seeking a Quality Assurance Analyst to monitor CSRs and Tier 2 teams across Voice, Email, Chat and Social to ensure adherence to quality standards and procedures. In this role you will coach on service quality, complete weekly QA and coaching reports, provide floor support, participate in calibration meetings and help resolve escalated issues with Team Leaders.

Strong communication, high school diploma, 1–2 years QA experience preferred, and ability to multi-task in a fast-paced

Qualifications

• High school diploma or equivalent is required.
• 1 year of front-line contact center experience preferred.
• 1–2 years of Quality Assurance experience preferred.
• Intermediate knowledge of MS Excel, MS Word and MS Office required.
• Able to type at least 30 wpm with accuracy.
• Strong verbal and written communication skills.

Responsibilities

• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed.
• Complete Quality Assurance and coaching session reports on a weekly basis.
• Provide floor support, which can include actively taking phone calls.
• Attend and participate in meetings with supervisors and managers to review monitoring lists.
• Attend and participate in partner and internal calibration meetings.
• Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers.
• Report scripting problems or questions from callers to appropriate departments.
• Distribute partner and company related correspondence to all CSRs/Tier 2 team members.
• Perform other duties as assigned.

Skills

MS Excel

MS Word

MS Office

Typing 30 wpm

Verbal communication

Written communication

Organizational skills

Time management

Problem solving

Team collaboration

Education

High school diploma or equivalent

Tools

MS Excel

MS Word

MS Office

Job description

IntouchCX is seeking a Quality Assurance Analyst to monitor CSRs and Tier 2 teams across Voice, Email, Chat and Social to ensure adherence to quality standards and procedures. In this role you will coach on service quality, complete weekly QA and coaching reports, provide floor support, participate in calibration meetings and help resolve escalated issues with Team Leaders.

Strong communication, high school diploma, 1–2 years QA experience preferred, and ability to multi-task in a fast-paced