About IntouchCXIntouchCX 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 JobWe’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 followedComplete Quality Assurance and coaching session reports on a weekly basisProvide floor support, which can include actively taking phone callsAttend and participate in meetings with supervisors and managers to review monitoring listsAttend and participate in partner and internal calibration meetingsResearch escalated issues and co-deliver coaching opportunities with Team Leaders and Operation ManagersReport scripting problems or questions from callers to appropriate departmentsDistribute partner and company related correspondence to all CSRs/Tier 2 team membersPerform other duties as assignedAs 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 accuracyStrong verbal and written communication skills, including spelling and grammarExcellent organizational and time management skillsAbility to make fair and consistent judgments and decisionsAbility to multi-task under high-pressure situationsAbility to solve problems and offer suggestions in a positive and developmental mannerAbility to listen attentively to use caller information to analyze and score CSRs/Tier 2 callsAbility to perform basic mathematical functions to ensure scoring accuracyAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsAvailability to work a variety of shifts including early mornings, afternoons, evenings and holidays is requiredIntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of prospect 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 benefitsAmazing career growth opportunities#J-18808-Ljbffr

📌 Analyst For Quality Assurance At Cpsa - C$52,000 - C$65,000 A Year (Winnipeg)
🏢 10 Percent Recruiting
📍 Winnipeg