Quality Assurance Analyst

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

About the Job

We’re changing the way people think about customer service, and we need your help!

We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.

As Quality Assurance Analyst, You Will…

• 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

As Quality Assurance Analyst, You Have…

• High school diploma or equivalent (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)
• Ability to type 30 wpm minimum with accuracy
• Strong verbal and written communication skills, including spelling and grammar
• Excellent organizational and time management skills
• Ability to make fair and consistent judgments and decisions
• Ability to multi-task under high-pressure situations
• Ability to solve problems and offer suggestions in a positive and developmental manner
• Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
• Ability to perform basic mathematical functions to ensure scoring accuracy
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Availability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required