Quality Analyst – Hybrid - TWCC

About the Role

If you are looking to join a dynamic and diversified team in a fast paced environment that values and respects both its customers and employees then TWCC Contact Centre Services Ltd will be an excellent fit for you. TWCC has opportunities for Quality Analysts with paid training commencing in May and July 2024. (2 weeks on-site training required). 

Job Overview: As a Customer Service - Quality Analyst, your goal is to maintain a high and consistent level of call quality across all teams. You’ll be responsible for assessing agent performance, monitoring calls, and discussing trends within the quality of calls. The biggest focus is ensuring customers always receive excellent service. All successful candidates will complete 5 days of on-site training starting at $20/hour. 

Summary of Accountabilities:

• Maintain and develop internal support and call center quality assurance standards; 

• Review a subset of support agents’ conversations (calls, emails, chat, etc.) using the necessary tools and programs; 

• Assess support interactions based on established quality standards; 

• Provide meaningful and constructive feedback to agents; 

• Create strategies to improve quality control; 

• Identify training and onboarding needs and initiate relevant programs; 

• Monitor customer service performance at the agent and team levels via call listening; 

• Generating and understanding quality reports to identify trends, and performance; 

• Participate in calibration sessions to maintain consistency in internal evaluations; 

• Contribute positively to the team culture. 

Required Skills and Attributes: 

• Excellent computer software skills (MS Work, Excel and PowerPoint); 

• Ability to work independently as well as in a team; 

• Attention to detail; 

• Time management; 

• Hands-on experience in quality assurance; 

• Proven analytical skills; 

• Good organizational skills and knowledge of goal-setting practices; 

• Excellent communication skills, including providing constructive feedback; 

• Able to work effectively with all levels of staff and departments; 

• Understanding of support metrics and their impact on business;

TWCC will conduct, at no cost to the applicant, a Personal Enhanced Reliability Check (PERC) clearance issued by the Government of Canada. Candidates will be required to provide 2 pieces of valid Government ID prior to employment.

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