Job Description
Pay
$43,000–$45,000 a year
Shift and schedule
Afternoon shift
Morning shift
Evening shift
Holidays
Location
Winnipeg, MB
Benefits
Pulled from the full job description
Paid time off
Vision care
Dental care
Full job description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs
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
$43,000–$45,000 a year
Shift and schedule
Afternoon shift
Morning shift
Evening shift
Holidays
Location
Winnipeg, MB
Benefits
Pulled from the full job description
Paid time off
Vision care
Dental care
Full job description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs
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
💡 Quick Summary
Seeking a career-building opportunity? The Quality Assurance Analyst position is now open for candidates interested in the Operator & Technician Jobs sector. This role in Winnipeg offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Operator & Technician Jobs is a plus.