Tammy Boyko and Carlan Wilbon are partnering with our Winnipeg based client, to source a detail-oriented and analytical Quality Assurance Analyst . In this role, you will help drive service excellence by monitoring customer interactions, evaluating quality standards, and providing constructive coaching.

Responsibilities

- Monitor and evaluate customer interactions across phone, email, chat, and social media channels.
- Conduct quality assessments using established evaluation criteria and quality standards.
- Provide coaching and constructive feedback to Customer Service Representatives to support performance improvement.
- Prepare and distribute weekly quality assurance reports and coaching documentation.
- Partner with Team Leaders and Operations Managers to identify trends, coaching opportunities, and performance improvement initiatives.
- Participate in internal and client calibration sessions to ensure consistent quality scoring.
- Investigate escalated customer issues and assist in identifying root causes and solutions.
- Provide floor support when required, including handling customer interactions.
- Identify process, scripting, or knowledge gaps and communicate recommendations to the appropriate teams.
- Share important client and company communications with customer service teams.

Qualifications





- High school diploma or equivalent required.
- Minimum 1 year of customer service or contact centre experience.
- Previous Quality Assurance experience in a contact centre environment is considered a strong asset.
- Proficient with Microsoft Office, including Excel and Word.
- Minimum typing speed of 30 words per minute with a high degree of accuracy.
- Strong verbal and written communication skills with excellent attention to detail.
- Excellent organizational, analytical, and time management abilities.
- Ability to evaluate interactions objectively and provide fair, consistent feedback.
- Strong problem-solving skills and the ability to coach others in a positive, supportive manner.
- Comfortable working in a fast-paced, high-volume workplace while managing multiple priorities.
- Ability to build positive working relationships with employees at all levels of the organization.
- Flexible to work rotating shifts, including mornings, afternoons, evenings, weekends, and holidays as required.
- Criminal background check is required.
- Applicants must be legally entitled to work in Canada.
- Accommodation is available upon request throughout all stages of the recruitment process.
- This position starts at 21/hour.

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📌 Quality Analyst (Winnipeg)
🏢 Aplin
📍 Winnipeg