Call Center - Quality Assurance (QA) Agent
This position is responsible for monitoring and analyzing the overall quality of inbound and outbound telephone calls. This position will also document quality issues and performance measures for management review and provide information to assist in the feedback and formal education process of individuals on the phone. Under limited/moderate supervision and guidance, this role will also compile feedback and facilitate focus groups and is accountable for individual results and the impact on team.

Core Responsibilities
• Monitors inbound and outbound telephone calls to ensure customer service meets standards
• Identifies service quality opportunities and contributes in calibration sessions and other programs to help improve agent performance and customer experience according to procedures
• Provides timely, efficient and constructive feedback on call quality to agents and the leadership team
• Compiles timely written/verbal reports and provides advisement to management review concerning performance and quality assurance issues
• Possesses strong and articulate written and verbal communication and presentation skills with a professional delivery
• Displays consistent and punctual attendance with flexibility to work a variable schedule including nights, weekends and overtime as necessary
• Has the ability to both act as a team player flexible to shifting job priorities and to work independently with minimal supervision
• Displays a motivation to learn and grow in the role
• Experience in quality assurance, service excellence, customer service, quality coaching/mentoring and/or in a call center environment a plus
• Experience with statistics, call monitoring software, or call analysis background preferred
• Comfortable with speaking in large groups or classrooms
• Other duties and responsibilities as assigned

Core Tasks:
• Participates in design of call monitoring formats and quality standards
• Performs call monitoring and provides trend data to site management team
• Uses quality monitoring data management system to compile and track performance at team and individual level
• Monitors email customer contacts
• Participates in customer and client listening programs to identify customer needs and expectations
• Provides actionable data to various internal support groups as needed
• Coordinates and facilitates call calibration sessions for call center staff
• Provides feedback to call center team leaders and managers
• Prepares and analyzes internal and external quality reports for management staff review

REQUIREMENTS:
• Minimum of 1 year call center customer care experience
• Excellent oral, written and interpersonal communication skills
• Exceptional listening and analytical skills
• Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel)
• Strong knowledge of customer care processes and techniques
• Demonstrated ability to work well in a team environment
• Dedication to providing exceptional customer service
 

TO APPLY:

Please contact the Employment Specialist you are working with at Centre for Skills Development to express interest. 

OR

Non-registered applicants, please contact your nearest Centre for Skills Employment Services office to find out how to apply:

• Burlington: 905-333-3499 x 150

• Oakville: 905-333-3499 x 421

• Milton: 905-333-3499 x 459

• Mississauga: 905-333-3499 x 462 

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