Contact center quality leadership meets customer experience analytics at SMART Technologies, with Calgary hybrid or Canada remote work available.

The Contact Center and Quality Coordinator supports global customer service operations and outsourced partners. You will administer quality assurance, track CSAT and ISAT, analyze performance data, and coordinate operational communications. The work connects leadership, headquarters, internal teams, and vendor sites.

Key Responsibilities

- Administer SMART's global contact center quality assurance program
- Maintain scorecards, standards, calibration processes, and QA documentation
- Analyze performance trends, root causes, risks, and opportunities
- Coordinate partner communications, meetings, calibrations, and follow-up
- Support coaching, training,



and continuous improvement initiatives

Requirements:
- Two to five years in contact center, quality, training, or operations
- Experience supporting outsourced or third-party contact center operations
- Experience with QA platforms, CRM systems, or reporting dashboards
- Robust analytical, communication, organizational, and relationship management skills
- Proficiency in Microsoft Excel, PowerPoint, and reporting tools

Apply contact center quality, data analysis, and partner coordination skills to strengthen SMART customer service operations across global sites.

📌 Contact Center Quality Coordinator (Calgary)
🏢 SMART Technologies
📍 Calgary