Quality Assurance Analyst

Elevate service excellence as a Quality Assurance Analyst with a Winnipeg-based client. This role focuses on monitoring customer interactions and coaching for quality standards.

Joining a dedicated team, you will analyze customer interactions via various channels and conduct assessments based on established criteria. Your insights will lead to coaching Customer Service Representatives, fostering performance improvements across the organization.

Key Responsibilities:

• Monitor customer interactions on phone, email, and chat

• Conduct quality assessments using established evaluation criteria

• Provide coaching and feedback to improve performance

• Prepare weekly quality assurance reports and coaching documentation

• Identify trends and coaching opportunities with management

Requirements:

• High school diploma or equivalent

• 1+ years in customer service or contact centre

• Previous quality assurance experience preferred

• Proficient in Microsoft Office, especially Excel

• Strong verbal, written, and analytical skills

Drive quality assurance and enhance customer service performance with your analytical expertise in Winnipeg.
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