Quality Assurance Analyst

IntouchCX; Winnipeg; On-site; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Medical, vision, dental

Career growth opportunities

Job summary

IntouchCX in Winnipeg, Canada is seeking a Quality Assurance Analyst to monitor CSRs and Tier 2 teams across Voice, Email, Chat, and Social channels, ensuring proper procedures and coaching opportunities. You will participate in calibration meetings and reporting while supporting floor operations.

Ideal candidates have at least a high school diploma, QA experience, strong communication, and MS Office proficiency. Shift availability includes mornings, afternoons, evenings, and holidays.

Qualifications

• 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).
• Type at least 30 words per minute with accuracy.
• Strong verbal and written communication skills, including spelling and grammar.
• Excellent organizational and time management skills.
• Ability to multi-task under high-pressure situations.
• Ability to listen attentively to analyze and score CSRs/Tier 2 calls.
• Availability to work shifts including early mornings, afternoons, evenings and holidays.

Responsibilities

• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are 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

Front-line contact center experience

Quality Assurance experience

Communication skills

Typing 30 wpm

Time management

Multi-tasking

Problem solving

Interpersonal skills

Education

High school diploma or equivalent

Tools

MS Excel

MS Word

MS Office

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

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

IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.

Benefits of Working as a Quality Assurance Analyst…

• Industry-leading medical, vision, and dental benefit plans + paid time off benefits
• Amazing career growth opportunities