Quality Analyst

Aplin; Winnipeg; On-site; CAD 24,000 - 34,000; Full time

Benefits offered by this job

Accommodation available

Job summary

Aplin’s Winnipeg-based client is seeking a detail-oriented Quality Assurance Analyst to help drive service excellence by monitoring customer interactions, evaluating quality standards, and providing coaching across channels.

The role involves QA assessments, weekly reporting, calibration sessions, and partnering with Team Leaders to identify trends and opportunities for performance improvement. Strong communication and multitasking are essential.

Qualifications

• High school diploma or equivalent required.
• Minimum 1 year of customer service or contact centre experience.
• Previous Quality Assurance experience in a contact centre environment is a strong asset.
• Proficient with Microsoft Office, including Excel and Word.
• Typing speed of at least 30 words per minute with accuracy.
• Strong verbal and written communication skills with attention to detail.
• Excellent organizational, analytical, and time management abilities.
• Ability to evaluate interactions objectively and provide fair feedback.
• Strong problem-solving skills and positive coaching ability.
• Fast-paced, high-volume environment experience and multitasking.
• Ability to build positive relationships at all levels.
• Rotating shifts including mornings, afternoons, evenings, weekends, holidays.
• Criminal background check required; work legally in Canada.
• Accommodation available upon request during recruitment.
• This position starts at 21/hour.

Responsibilities

• Monitor and evaluate customer interactions across phone, email, chat, and social channels.
• Conduct quality assessments using established criteria and standards.
• Provide coaching and constructive feedback to Customer Service Representatives.
• Prepare and distribute weekly quality assurance reports and coaching docs.
• Partner with Team Leaders and Operations Managers to identify trends and opportunities.
• Participate in calibration sessions to ensure consistent scoring.
• Investigate escalated issues and assist in root cause analysis and solutions.
• Provide floor support and handle customer interactions when needed.
• Identify gaps in processes, scripting, or knowledge and communicate recommendations.
• Share important client and company communications with teams.

Skills

Customer service

Analytical thinking

Attention to detail

Excellent communication

Microsoft Office

Typing 30 wpm

Education

High school diploma

Tools

Microsoft Word

Microsoft Excel

Job description

Tammy Boyko and Carlan Wilbon are partnering with our Winnipeg based client, to source a detail-oriented and analytical Quality Assurance Analyst. In this role, you will help drive service excellence by monitoring customer interactions, evaluating quality standards, and providing constructive coaching.

Responsibilities

• Monitor and evaluate customer interactions across phone, email, chat, and social media channels.
• Conduct quality assessments using established evaluation criteria and quality standards.
• Provide coaching and constructive feedback to Customer Service Representatives to support performance improvement.
• Prepare and distribute weekly quality assurance reports and coaching documentation.
• Partner with Team Leaders and Operations Managers to identify trends, coaching opportunities, and performance improvement initiatives.
• Participate in internal and client calibration sessions to ensure consistent quality scoring.
• Investigate escalated customer issues and assist in identifying root causes and solutions.
• Provide floor support when required, including handling customer interactions.
• Identify process, scripting, or knowledge gaps and communicate recommendations to the appropriate teams.
• Share important client and company communications with customer service teams.

Qualifications

• High school diploma or equivalent required.
• Minimum 1 year of customer service or contact centre experience.
• Previous Quality Assurance experience in a contact centre environment is considered a strong asset.
• Proficient with Microsoft Office, including Excel and Word.
• Minimum typing speed of 30 words per minute with a high degree of accuracy.
• Strong verbal and written communication skills with excellent attention to detail.
• Excellent organizational, analytical, and time management abilities.
• Ability to evaluate interactions objectively and provide fair, consistent feedback.
• Strong problem-solving skills and the ability to coach others in a positive, supportive manner.
• Comfortable working in a fast-paced, high-volume environment while managing multiple priorities.
• Ability to build positive working relationships with employees at all levels of the organization.
• Flexible to work rotating shifts, including mornings, afternoons, evenings, weekends, and holidays as required.
• Criminal background check is required.
• Applicants must be legally entitled to work in Canada.
• Accommodation is available upon request throughout all stages of the recruitment process.
• This position starts at 21/hour.