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Quantum Management Services Ltd.: Quality Analyst (English And Bilingual)

Quantum Management Services Ltd.

This is a Full-time position in Ottawa, ON posted April 7, 2021.

Position: Quality Analyst Location: Onsite and remoteSalary: $30.29 $35.00 per hourType of job: Contract (April 10, 2021 to June 7, 2021, with possible extension to October 4, 2021)Schedule: As early as 7 a.M.

to midnight We are hiring an English and Bilingual Quality Analyst for one of our Government Clients for a massive government project!

For this position, you will need at least a Reliability Clearance.

In this role, you will use call monitoring, audio monitoring, and audio recording software to evaluate agents’ telephone interactions and review survey responses.

Key Responsibilities: Monitor and measure employee performance to ensure excellent QA, customer journey experience, and Customer Satisfaction (CSAT) scores Utilize call and screen monitoring software to measure agents’ QA performance, using a scoring matrix that incorporates foundation and soft skills Analyze voice recordings and customer surveys to identify areas of service delivery that did not meet pre-established performance standards Utilize QA monitoring data management systems to compile and track performance at individual and team levels Develop and conduct targeted group coaching sessions for agents that address service quality deficiencies and/or improvement opportunities Collaborate with QA team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience Coordinate and facilitate call calibration sessions with supervisors, trainers, and management, and identify trend data to assist with improving gaps in training and improving customer service Analyze and react to performance trends that may impact the citizen journey Requirements: Excellent oral, written, and interpersonal communication skills Exceptional listening and analytical skills Knowledge/expertise with PC hardware and software (Word and Excel) A strong knowledge of customer care processes and techniques regarding the customer experience Adept at networking and building relationships with all levels of staff including agents, supervisors, trainers, and management Availability from 7:00 a.M.

to 12:00 p.M.

(midnight), Monday to Sunday, depending on assigned shift patterns throughout the operations Valid Enhanced Reliability Security Clearance, or the ability to obtain one Please send your resumes in Word format to VIRTUAL DOORS ARE OPEN!

As such, we are now conducting interviews using various web applications.