Quality Assurance Analyst (Customer Support)
About the role
Our client, a leader in the financial technology industry, is looking to hire a Quality Assurance Analyst – Customer Support, for their Toronto location on a 1-year contract basis
The Responsibilities For This Role Include
- Plan and drive adoption of global quality management framework and standards within the call center
- Partner with the Quality Management Center of Excellence to drive expansion of their scope to international markets
- Ensure adherence to quality frameworks across international markets
- Leverage data to optimize service and drive improvements
- Advocate for international inclusion on quality tech roadmaps
- Analyzing and operationalizing data from multiple sources (Ex. Manual evaluations, QA dashboards, customer feedback, operational performance metrics) to generate actionable insights for process and service optimization
- Utilize data to develop recommendations that drive measurable improvements in customer experience and outcomes
- Leverage quality data to enable targeted coaching, refine training programs, and advocate for process and technology improvements across internal and partner teams
- Communicate data-backed insights and recommendations to leadership, driving transparency, accountability and alignment with business objectives
Qualifications For This Role Include
- 3+ years of experience leading a quality assurance program in a customer support environment
- Strong change management/project management experience
- Proven experience with managing, designing, and implementing contact center quality management frameworks
- Bachelor’s Degree
- Previous experience working within a BPO environment would be an asset
- Previous experience working across international markets would be an asset
Other
- This position would require you to 3 days in office in downtown Toronto
- Monday – Friday 9am – 5pm standard business hours
- Potential for extension
Job Type & Location
This is a Contract position based out of Toronto, ON.
Pay And Benefits
The pay range for this position is $50.82 - $58.35/hr.
Workplace Type
This is a hybrid position in Toronto,ON.
À propos de TEKsystems et TEKsystems Global Services
Nous sommes un fournisseur de services aux entreprises et de technologies. Nous accélérons la transformation de nos clients. Notre compétence en stratégie, conception, exécution et opérations libère la valeur de l’entreprise par un éventail de solutions. Nous sommes une équipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amérique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacités full-stack et notre rythme. Nous sommes des penseurs stratégiques, des collaborateurs pratiques qui aident les clients à exploiter le changement et maîtriser le dynamisme de la technologie. Nous bâtissons le futur en livrant les résultats et en créant un impact positif dans nos communautés mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d’Allegis Group. Découvrez d’autres informations à TEKsystems.com.
About TEKsystems And TEKsystems Global Services
We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems
We’re TEKsystems. We accelerate business transformation by solving complex technology, business and talent challenges—across the globe. We partner with 80% of the Fortune 500 to create solutions that enable them to capitalize on change. TEKsystems is an Allegis Group company.
Quality Assurance Analyst (Customer Support)
About the role
Our client, a leader in the financial technology industry, is looking to hire a Quality Assurance Analyst – Customer Support, for their Toronto location on a 1-year contract basis
The Responsibilities For This Role Include
- Plan and drive adoption of global quality management framework and standards within the call center
- Partner with the Quality Management Center of Excellence to drive expansion of their scope to international markets
- Ensure adherence to quality frameworks across international markets
- Leverage data to optimize service and drive improvements
- Advocate for international inclusion on quality tech roadmaps
- Analyzing and operationalizing data from multiple sources (Ex. Manual evaluations, QA dashboards, customer feedback, operational performance metrics) to generate actionable insights for process and service optimization
- Utilize data to develop recommendations that drive measurable improvements in customer experience and outcomes
- Leverage quality data to enable targeted coaching, refine training programs, and advocate for process and technology improvements across internal and partner teams
- Communicate data-backed insights and recommendations to leadership, driving transparency, accountability and alignment with business objectives
Qualifications For This Role Include
- 3+ years of experience leading a quality assurance program in a customer support environment
- Strong change management/project management experience
- Proven experience with managing, designing, and implementing contact center quality management frameworks
- Bachelor’s Degree
- Previous experience working within a BPO environment would be an asset
- Previous experience working across international markets would be an asset
Other
- This position would require you to 3 days in office in downtown Toronto
- Monday – Friday 9am – 5pm standard business hours
- Potential for extension
Job Type & Location
This is a Contract position based out of Toronto, ON.
Pay And Benefits
The pay range for this position is $50.82 - $58.35/hr.
Workplace Type
This is a hybrid position in Toronto,ON.
À propos de TEKsystems et TEKsystems Global Services
Nous sommes un fournisseur de services aux entreprises et de technologies. Nous accélérons la transformation de nos clients. Notre compétence en stratégie, conception, exécution et opérations libère la valeur de l’entreprise par un éventail de solutions. Nous sommes une équipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amérique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacités full-stack et notre rythme. Nous sommes des penseurs stratégiques, des collaborateurs pratiques qui aident les clients à exploiter le changement et maîtriser le dynamisme de la technologie. Nous bâtissons le futur en livrant les résultats et en créant un impact positif dans nos communautés mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d’Allegis Group. Découvrez d’autres informations à TEKsystems.com.
About TEKsystems And TEKsystems Global Services
We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems
We’re TEKsystems. We accelerate business transformation by solving complex technology, business and talent challenges—across the globe. We partner with 80% of the Fortune 500 to create solutions that enable them to capitalize on change. TEKsystems is an Allegis Group company.