Quality Assurance Analyst

THE COMPANY:

S&P Data is a leading North American Business Service Centre serving a wide variety of Fortune 500 companies as the point of contact for their customers. Operating since 2004, we are proud to be providing employment opportunities in 7 locations across Canada and the USA.

We offer full-time employment with a competitive salary wage and a comprehensive Employee Benefit Plan including medical, dental, and vision care.

Responsibilities:

• Monitor every agent monthly and evaluate quality of calls based on preset monitoring criteria and your judgment as needed.
• Provide coaching and feedback from Call Quality scores, work with team leaders to aid in additional coaching/training.
• Contribute to ongoing revision of standardized monitoring criteria.
• Identify common performance concerns and create generalized job aids to address issues and assist staff.
• Provide individual skills upgrade and coaching struggling agents as needed.
• Participate in discussions and meetings for the purpose of improving agent quality
• Take calls during peak volume periods
• Any additional duties as assigned by Management

Qualifications

• A minimum of 1 year of customer service experience ideally in a QA role
• Previous call center experience
• Post-secondary education is an asset
• Sound judgment, problem solving, and decision making skills
• Understanding of agent and call center metrics
• Good working knowledge of Microsoft Office
• Excellent communication, organizational, time-management and interpersonal skills
• Customer service focused and results-oriented
• Solid mentoring abilities
• Bilingual (English/French). Written and spoken is an asset