Quality Assurance Analyst; Customer Support

Quality Assurance Analyst (Customer Support)

Join to apply for the Quality Assurance Analyst (Customer Support) role at TEKsystems
.

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.

• 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 (e.g., 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

• 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

• This position would require you to be in the office 3 days in downtown Toronto
• Monday – Friday 9am – 5pm standard business hours
• Potential for extension

This is a Contract position based out of Toronto, ON.

The pay range for this position is $50.82 - $58.35/hr.

This is a hybrid position in Toronto, ON.

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.