Quality Assurance Specialist

Cartrack; Markham; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading tech company is seeking a Quality Assurance Specialist to enhance customer interaction quality. This mid-senior level role involves evaluating calls, providing feedback, and supporting service improvements, ideal for candidates with experience in QA and customer service.

Qualifications

• 3+ years in customer service or QA, preferably in a call center
• Experience with CRM and telephone systems is essential
• Strong analytical and coaching abilities required.

Responsibilities

• Evaluate inbound and outbound calls based on quality standards
• Provide daily performance feedback to agents and supervisors
• Compile monthly reports on individual and team performance.

Skills

Attention to detail

Coaching

Listening

Analytical skills

Tools

CRM

Telephone system

Job description

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Cartrack is a global leader in vehicle telematics with over 1.6 million users across 23 countries. We’re driven by innovation and a startup mindset. We're looking for a Quality Assurance Specialist to help ensure high-quality customer interactions, provide performance feedback, and support continuous improvement across both local and international support teams.

Key Responsibilities

• Evaluate inbound and outbound calls based on company quality standards.
• Provide daily performance feedback to agents and supervisors
• Compile monthly reports summarizing individual and team performance
• Share consolidated feedback with management for service improvement.
• Communicate effectively with the regional teams.
  
  

Requirements

• Minimum of 3 years of working experience in customer service or QA, preferably in a call center.
• Experience with CRM and Telephone system
• Strong attention to detail in evaluating customer interactions.
• Ability to provide clear, constructive coaching.
• Excellent listening and analytical skills.
• Adaptable and comfortable working across time zones and cultures

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance

• Industries

  Software Development

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