Quality Assurance Analyst

Full-Time

Florenceville-Bristol, NB

The Quality Assurance Analyst is responsible for gathering, reporting and analyzing daily, the QA statistics pertaining to the employees within the customer care center. The Analyst will ensure that products and services meet the established standards set by the organization.

How You'll Help:

Payroll

Auditing and calculating pay based on hours worked, including overtime and leave adjustments

Responding to employee and management queries related to payroll, deductions, and benefits, often serving as a liaison between HR and staff

Collaborating with cross-functional teams to align payroll practices with broader business objectives and participating in the implementation or upgrade of payroll systems and processes

Quality Assurance (QA)

Helping in the development and implementing quality assurance protocols

Analyzing quality QA data and recommending improvements

Preparing quality QA reports and collaborating with teams

Ensuring Daily, Weekly, Monthly and Quartely QA review counts are met for call and email QAs

Assist with sourcing and analyzing data from Sales Force for the CS Interval Report and Customer Service Report

Assist as required with any adhoc QA, Payroll or CXone related requests

Any other relevant tasks as necessary

Your Skills & Experience:

Post-secondary education in Business Administration or a related field is an asset

A suitable combination of secondary education and experience may be considered

Minimum 4 years’ experience in a Contact Centre with progressive roles/responsibility is an asset

Proficiency in Microsoft Office Applications

Experience with Web based software such as PowerBI, CXone, Salesforce and Oracle considered an asset

Proven analytical skills with the ability to analyze data and translate for co-workers and senior leadership





Able to use data trends and insights to make recommendations for continuous improvement and enhance the customer experience

Organizational skills and ability to multi task in a fast pace workplace including problem solving

Ability to work independently and as part of a team

Meet clearly stated expectations and take responsibility for achieving results

Strong communication skills required with English/French bilingualism

If you’re chosen for the role, you’ll be asked to provide reference and criminal background checks before employment. You’ll only be contacted if you’re selected for an interview.

About Day & Ross
From a single truckload of potatoes in the 1950s to a fleet of thousands, Day & Ross has grown to become one of the largest transportation and logistics providers in North America. With over 7,500 team members on and off the road in the US and Canada, we offer a diversified portfolio of freight and delivery solutions, including LTL, Truckload, Residential, Dedicated Fleet Solutions, and Logistics.

We believe our people are our greatest strength. For over a decade, we’ve been recognized as one of Canada’s Best Managed Companies. We’ve also been named a Top Company for Women to Work for in Transportation since 2018. Our recognition reflects the family values we share with our parent company, McCain Foods Limited.

As a federally regulated employer, Day & Ross fully supports the principles of employment equity and encourages all qualified members of the designated groups to apply. Day & Ross is committed to ensuring equal access and participation for people with disabilities and meeting their needs in a timely manner. We will do so by removing and preventing barriers to accessibility and by meeting our accessibility requirements under Accessible Canada Regulations and in alignment with our business practices, capabilities, and values.

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