NeverHard
Quality Assurance Analyst at In Touch — NeverHard
Quality Assurance Analyst at In Touch in Winnipeg region, Manitoba. View salary, required skills, and apply on NeverHard.
- Company
- In Touch
- Location
- Winnipeg region, Manitoba
- Type
- not_specified
About the Job
We’re changing the way people think about customer service, and we need your help!
We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.
As Quality Assurance Analyst, You Will…
Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
Complete Quality Assurance and coaching session reports on a weekly basis
Provide floor support, which can include actively taking phone calls
Attend and participate in meetings with supervisors and managers to review monitoring lists
Attend and participate in partner and internal calibration meetings
Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
Report scripting problems or questions from callers to appropriate departments
Distribute partner and company related correspondence to all CSRs/Tier 2 team members
Perform other duties as assigned
As Quality Assurance Analyst, You Have…
High school diploma or equivalent (required)
1 year of front-line contact center experience (preferred
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