SMART Technologies is an award-winning company that collaborates with bright minds around the world who believe in the power of innovation. We’re large enough to do great things but small enough that you don’t get lost in the crowd. Our continued success is possible because o f our ‘Best in Class’ culture and unique talents of every individual at SMART .

Make an impact in education and business and beyond. Be a part of meaningful work that fuels connections across the globe. These are the connections that really matter - and inspire greatness. #WeAreSMART #ConnectionsThatMatter

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

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 transparent, 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

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 elevate risk, 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 environment

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

Relationship Management

Attention to Detail

Problem Solving

Organizational Skills

Accountability

Other

This is a Calgary hybrid/in-office based role

At SMART, we are committed to fostering an inclusive, respectful, and equitable workplace where all individuals regardless of race, national or ethnic origin, color, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, or disability can thrive. We welcome applications from all qualified candidates and are proud to be an equal opportunity employer.

#J-18808-Ljbffr

📌 Contact Center & Quality Coordinator (Alberta)
🏢 SMART Technologies
📍 Alberta