Quality Assurance Analyst

Job summary

Monitor and evaluate customer service and Tier 2 interactions across voice, email, chat, and social channels, and coach team members on service quality and procedural compliance. Document quality reviews, support escalations and calibrations, provide floor support, and communicate scripting issues and company updates to relevant teams.

Job details

About IntouchCX IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change. 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) 1-2 years of Quality Assurance experience (preferred) Intermediate knowledge of MS Excel, MS Word and MS Office (required) Ability to type 30 wpm minimum with accuracy Strong verbal and written communication skills, including spelling and grammar Excellent organizational and time management skills Ability to make fair and consistent judgments and decisions Ability to multi-task under high-pressure situations Ability to solve problems and offer suggestions in a positive and developmental manner Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls Ability to perform basic mathematical functions to ensure scoring accuracy Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds Availability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics. IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know. IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels. Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to hr@intouchcx.com for review and validation. Benefits of Working as a Quality Assurance Analyst… Industry-leading medical, vision, and dental benefit plans + paid time off benefits Amazing career growth opportunities

What you’ll do

Monitor and evaluate customer service and Tier 2 interactions across voice, email, chat, and social channels, and coach team members on service quality and procedural compliance. Document quality reviews, support escalations and calibrations, provide floor support, and communicate scripting issues and company updates to relevant teams.

Requirements

A high school diploma or equivalent is required, along with intermediate Microsoft Office skills, accurate typing of at least 30 words per minute, and strong communication, organizational, and problem-solving abilities. Contact center experience and one to two years of quality assurance experience are preferred; candidates must also be available for varied shifts, including holidays.

Benefits

• Medical Benefits
• Vision Benefits
• Dental Benefits
• Paid Time Off
• Career Growth Opportunities

Listed skills

• Time management · Preferred
• Customer service · Preferred
• written communication · Preferred
• Problem solving · Preferred
• Organization · Preferred
• Quality assurance · Preferred
• Microsoft Excel · Preferred
• Decision Making · Preferred
• Multitasking · Preferred
• Microsoft Office · Preferred
• Coaching · Preferred
• Microsoft Word · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Quality Assurance
• Coaching
• Contact Center Experience
• Customer Service
• Voice, Email, Chat, And Social Contact Evaluation
• Microsoft Excel
• Microsoft Word
• Microsoft Office
• Written Communication
• Verbal Communication
• Organization
• Time Management
• Decision-Making
• Multitasking
• Problem-Solving
• Active Listening

Job areas

• Customer Service & Support
• Data & Analytics

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