Analyste en assurance qualité/Quality Assurance Analyst

Day & Ross; Florenceville-Bristol; On-site; CAD 55,000 - 75,000; Full time

Job summary

Day & Ross in Florenceville-Bristol, NB is seeking a Quality Assurance Analyst to gather, report and analyze QA statistics for the customer care center. You will ensure that products and services meet established quality standards and support continuous improvement across teams.

The role covers QA data analysis, reporting, developing QA protocols, and collaborating with payroll and CX teams as needed. Strong English/French communication and proficiency with Office tools are valued, along with

Qualifications

• Minimum 4 years’ experience in a contact centre.
• Post-secondary education in business administration is an asset.
• Proficiency in Microsoft Office applications.
• English/French bilingualism required.

Responsibilities

• Payroll: auditing and calculating pay based on hours worked, including overtime and leave adjustments.
• Responding to employee and management queries related to payroll, deductions, and benefits.
• Collaborating with HR and staff to align payroll with business objectives and system upgrades.
• QA: helping develop and implement quality assurance protocols.
• Analyzing QA data and recommending improvements.
• Preparing QA reports and coordinating with teams.
• Ensuring daily, weekly, monthly and quarterly QA review counts are met.
• Assist with sourcing data from Salesforce for the CS Interval Report and Customer Service Report.
• Assist as required with ad hoc QA, Payroll or CXone requests.
• Other relevant tasks as necessary.

Skills

Analytical skills

Bilingual English/French

Microsoft Office

Cross-functional collaboration

Communication

Education

Post-secondary education in Business Administration

Tools

PowerBI

CXone

Salesforce

Oracle

Job description

Job Description

Quality Assurance Analyst

Full-Time

Florenceville-Bristol, NB

The Quality Assurance Analyst is responsible for gathering, reporting and analyzing daily, the QA statistics pertaining to the employees within the customer care center. The Analyst will ensure that products and services meet the established standards set by the organization.

How You’ll Help

• Payroll
  • Auditing and calculating pay based on hours worked, including overtime and leave adjustments
  • Responding to employee and management queries related to payroll, deductions, and benefits, often serving as a liaison between HR and staff
  • Collaborating with cross-functional teams to align payroll practices with broader business objectives and participating in the implementation or upgrade of payroll systems and processes
• Quality Assurance (QA)
  • Helping in the development and implementing quality assurance protocols
  • Analyzing quality QA data and recommending improvements
  • Preparing quality QA reports and collaborating with teams
  • Ensuring Daily, Weekly, Monthly and Quartely QA review counts are met for call and email QAs
• Assist with sourcing and analyzing data from Sales Force for the CS Interval Report and Customer Service Report
• Assist as required with any adhoc QA, Payroll or CXone related requests
• Any other relevant tasks as necessary

Your Skills & Experience

• Post-secondary education in Business Administration or a related field is an asset
• A suitable combination of secondary education and experience may be considered
• Minimum 4 years’ experience in a Contact Centre with progressive roles/responsibility is an asset
• Proficiency in Microsoft Office Applications
• Experience with Web based software such as PowerBI, CXone, Salesforce and Oracle considered an asset
• Proven analytical skills with the ability to analyze data and translate for co-workers and senior leadership
• Able to use data trends and insights to make recommendations for continuous improvement and enhance the customer experience
• Organizational skills and ability to multi task in a fast pace environment including problem solving
• Ability to work independently and as part of a team
• Meet clearly stated expectations and take responsibility for achieving results
• Strong communication skills required with English/French bilingualism

If you’re chosen for the role, you’ll be asked to provide reference and criminal background checks before employment. You’ll only be contacted if you’re selected for an interview.

About Day & Ross

From a single truckload of potatoes in the 1950s to a fleet of thousands, Day & Ross has grown to become one of the largest transportation and logistics providers in North America. With over 7,500 team members on and off the road in the US and Canada, we offer a diversified portfolio of freight and delivery solutions, including LTL, Truckload, Residential, Dedicated Fleet Solutions, and Logistics.

We believe our people are our greatest strength. For over a decade, we’ve been recognized as one of Canada’s Best Managed Companies. We’ve also been named a Top Company for Women to Work for in Transportation since 2018. Our recognition reflects the family values we share with our parent company, McCain Foods Limited.

As a federally regulated employer, Day & Ross fully supports the principles of employment equity and encourages all qualified members of the designated groups to apply. Day & Ross is committed to ensuring equal access and participation for people with disabilities and meeting their needs in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Accessible Canada Regulations and in alignment with our business practices, capabilities, and values.