Lead contact center quality across SMART’s global operations from Calgary or remotely elsewhere in Canada. Apply analytical skills and relationship management daily.
The Contact Center Quality Coordinator owns SMART’s quality assurance program across customer service operations. You will manage scorecards, audits, calibration, and CSAT or ISAT feedback programs. The work connects internal leadership, HQ, and outsourced vendor teams while supporting consistent service standards.
Key Responsibilities:
- Administer SMART’s global contact center quality assurance program
- Track CSAT and ISAT feedback, drivers, and performance trends
- Maintain scorecards, evaluation standards, calibration, and QA documentation
- Conduct audits and identify quality gaps with vendor leaders
- Recommend corrective actions from customer experience metrics
Requirements:
- Two to five years in contact center, quality, or operations environments
- Experience supporting outsourced or third-party contact centers
- Familiarity with QA platforms, CRM systems, or reporting dashboards
- Solid analytical, written, verbal, and relationship management skills
- Proficiency in Microsoft Excel, PowerPoint, and reporting tools
Support SMART’s customer experience standards through quality ownership, data analysis, vendor coordination, and precise operational execution.