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CONTACT CENTER & OPERATIONAL EFFICIENCY CONSULTANTS
Savings, Sales Improvement, Enhanced
Customer Experience

CALL TODAY!   (416) 498-9440  or  877-889-ERIC (3742)
JOB POSTING
  - Title:​​
  - Industry:
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Quality Analyst
Contact Centre / BPO
Days
up to $45K +
TBD
Director, Operations
​Mississauga, Ontario
Full Time

ABOUT OUR CLIENT:
Our client is a leading outsourced contact centre offering both inbound and outbound omni-channel communications as well as supporting back office processes. They serve FP500 clients across regulated markets from three state of the art facilities. 
PRINCIPAL ACTIVITIES:
  • Monitor, evaluate, provide feedback and coach both inbound and outbound omni-channel sales and service representatives in order to achieve FCR and optimum results.
  • Make recommendations and/ or develop individualized performance plans to meet standards.
  • Master a quality evaluation software application
  • Provide feedback to team Manager(s) and take direction
  • Lead calibration sessions with internal and client stakeholders
  • Work with internal and client stakeholders to recommend and refine quality evaluation criteria
  • Work with senior management to develop and deliver on quantitative quality metric
  • Tracking and reporting of session results where applicable
APPLY NOW
Please attach your resume in Word format. 
Thank you.
QUALIFICATIONS:
  • Call centre management / leadership experience or quality auditing experience
  • Experience with implementation of corrective action programs
  • Fluency in both French and English preferred
  • Strong interpersonal and communication skills.
  • Strong listening and assessment skills.
  • Strong organization and time management skills.
  • Strong written communication skills including grammar/spelling skills.
  • Ability to demonstrate initiative.
  • Accuracy when performing all work assignments.
  • Work with a positive attitude that reflects favourably upon the company.
  • Record of reliability and excellent attendance.
EDUCATION:
  • Bachelors degree preferred
  • ​College / diploma graduate