Position Overview The Contact Center &

- Quality Coordinator is responsible for supporting quality, consistency, and operational standards across SMART’s global customer service operations. This role serves as a key liaison between internal leadership and HQ and outsourced vendor teams to help ensure a high-quality customer experience, operational alignment, and consistent execution of program expectations.

This role owns the contact center quality program, supports operational communications, monitors and actions performance data and trends, identifies coaching and training opportunities, and helps drive continuous improvement initiatives across partner sites. This role requires strong analytical skills, attention to detail, and relationship management.

Key Responsibilities

Quality Program Ownership Own and administer the contact center quality assurance program across SMART’s global customer service operations

Own the customer satisfaction (CSAT/ISAT) feedback program, including tracking, reporting, and identifying key drivers of customer experience performance

Maintain quality scorecards, evaluation standards, calibration processes, and QA documentation

Conduct quality audits and reviews to ensure consistency, compliance, and alignment to service expectations

Partner with vendor leadership teams to identify quality gaps and support improvement plans

Monitor customer experience metrics, including CSAT/ISAT and quality trends, to identify root causes and recommend corrective actions where needed Reporting &

- Data Analysis Analyze contact center and quality performance data to identify trends, risks,



root causes, and improvement opportunities

Utilize existing and develop new recurring reports, dashboards, and presentations for leadership and operational stakeholders

Monitor and track key performance indicators including quality scores, customer satisfaction, compliance measures, operational performance, and training opportunities

Translate insights into actionable recommendations to improve customer experience and operational effectiveness Training &

- Continuous Improvement Identify recurring quality themes, coaching needs, and training opportunities across contact center partners

Partner with internal stakeholders and vendor teams to support onboarding, refresher training, and knowledge initiatives

Assist in developing process documentation, job aids, quality standards, and operational resources

Support continuous improvement initiatives and process enhancements Communications &

- Coordination Own operational communications distributed to global contact center partners

Ensure communications are clear, accurate, timely, and aligned across all partner sites

Coordinate calibration sessions, operational meetings, and follow-up activities





Support implementation and communication of operational updates, process changes, and business initiatives Contact Center Coordination &

- Vendor Support Build strong working relationships with third-party contact center partners

Support consistency in operational execution, service delivery expectations, and customer experience standards

Help monitor adherence to program expectations and escalate risks, concerns, or trends to leadership as appropriate

Act as a coordination point between internal teams and external contact center partners Qualifications &

Experience 2–5 years of experience in a contact center, customer service, quality assurance, training, or operations workplace

Experience supporting outsourced/third-party contact center operations

Experience with QA platforms, CRM systems, workforce management tools, or reporting dashboards

Familiarity with customer experience metrics and quality frameworks

Strong analytical skills with experience interpreting operational or performance data

Proficiency in Microsoft Excel, PowerPoint, and reporting tools

Strong written and verbal communication skills

Highly organized with strong attention to detail

Ability to manage multiple priorities and deadlines

Strong collaboration and relationship management skills

Core Skills

Analytical Thinking

Communication Excellence

Relationship Management

Attention to Detail

Problem Solving

Continuous Improvement Mindset

Organizational Skills

Collaboration &

- Coordination

Accountability Other This is a Calgary hybrid/in-office based role

📌 Contact Center & Quality Coordinator (Calgary)
🏢 Smart
📍 Calgary