Quality Assessment Representative Saskatchewan

Brandt is currently seeking a Quality Assessment Representative for our Regina Location.

• Deliver Contact Centre customer experience goals through observation and assessment of parts and reception calls.
• Provide feedback to representatives and the leadership team.
• Assist in driving initiatives for continuous improvement.
• Take ownership of customer opportunities.
• Demonstrate adaptability and flexibility by performing additional duties as required within the Customer Support Center.
• Assist in resolving customer and branch complaints and escalations as needed.
• Keep current with contact center and customer experience trends and insights from call center and branch call listening, as well as other industry best practices.
• Achieve monthly parts and reception call quality assessments and customer experience goals.
• Conduct research to help accelerate customer experience outcomes.
• Participate in regular and ad-hoc call listening deep dives/call audits to understand best practices, key areas requiring focus, and to make appropriate corrective action recommendations.