Contact center quality leadership meets customer experience analytics at SMART Technologies, with Calgary hybrid or Canada work from home 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