• Our client, a large Software as a Services (SaaS) company is currently looking to hire for a QA Analyst, Customer Support - to join their team in downtown Toronto!** Location: Downtown Toronto (Hybrid – 3 days/week in office) Duration: 12 month contract with opportunity of extension OR conversion to permanent dependent on candidates performance.

About The Role

We are seeking an experienced QA Analyst, Customer Support to lead the rollout and adoption of a global quality management framework across international customer support operations. This role requires a strategic, data-driven leader who can influence cross-functional stakeholders, manage change initiatives, and ensure consistent quality standards across outsourced and internal teams.

The successful candidate will act as the key Canadian representative for the program, playing a pivotal role in enhancing customer support delivery and driving measurable improvements in customer experience.

Key Responsibilities

• Quality Framework Deployment

• Roll out and drive adoption of a global quality management framework across international delivery teams.

• Partner with internal learning and development teams to ensure consistent onboarding and training.

• Lead accountability for BPO partner adoption, driving engagement with leadership, QA teams, and frontline experts.

• International Program Expansion

• Collaborate with the US Quality Management Centre of Excellence to expand evaluation standards globally.

• Manage calibration sessions with BPO partners to ensure consistency and actionable insights.

• Deliver data-driven analyses to inform operational and process improvements.

• Compliance & Continuous Improvement

• Monitor adherence to frameworks, identify gaps, and implement proactive interventions.

• Leverage QM datasets to uncover trends, recurring issues, and improvement opportunities.

• Present insights and recommendations to leadership to influence strategy and execution.

• Stakeholder Engagement

• Advocate for international market inclusion in tech roadmaps and quality initiatives.

• Provide market-specific insights to support investment in quality management tools.

What We’re Looking For

• 5+ years’ experience in Quality Assurance, Customer Support Operations, or Service Excellence (BPO exposure preferred).
• Proven experience designing, implementing, and managing contact center quality management frameworks.
• Strong experience in change management and project management.
• Skilled in analyzing and operationalizing data to identify trends, root causes, and performance gaps.
• Confident communicator with the ability to present data-backed insights to sr leadership.
• Bachelor’s degree in Business, Operations Management, Analytics, or related field.
• Advanced certifications (COPC, Six Sigma, etc.) are an asset.

Why This Role?

• High-impact position – You’ll be the dedicated Canadian team member for an initiative that’s central to the company’s customer support strategy.
• Growth potential – This is a 12-month contract with strong potential for extension or permanent conversion.
• Modern hybrid work model – 3 days in-office per week in a state-of-the-art downtown Toronto office.
• Global exposure – Collaborate with international teams, sr leadership, and cross-functional stakeholders.

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.