Quality Analyst

Tammy Boyko and Carlan Wilbon are partnering with our Winnipeg based client, to source a detail-oriented and analytical Quality Assurance Analyst
. In this role, you will help drive service excellence by monitoring customer interactions, evaluating quality standards, and providing constructive coaching.

• Monitor and evaluate customer interactions across phone, email, chat, and social media channels.
• Conduct quality assessments using established evaluation criteria and quality standards.
• Provide coaching and constructive feedback to Customer Service Representatives to support performance improvement.
• Prepare and distribute weekly quality assurance reports and coaching documentation.
• Partner with Team Leaders and Operations Managers to identify trends, coaching opportunities, and performance improvement initiatives.
• Participate in internal and client calibration sessions to ensure consistent quality scoring.
• Investigate escalated customer issues and assist in identifying root causes and solutions.
• Provide floor support when required, including handling customer interactions.
• Identify process, scripting, or knowledge gaps and communicate recommendations to the appropriate teams.
• Share important client and company communications with customer service teams.

• High school diploma or equivalent required.
• Minimum 1 year of customer service or contact centre experience.
• Previous Quality Assurance experience in a contact centre environment is considered a strong asset.
• Proficient with Microsoft Office, including Excel and Word.
• Minimum typing speed of 30 words per minute with a high degree of accuracy.
• Strong verbal and written communication skills with excellent attention to detail.
• Excellent organizational, analytical, and time management abilities.
• Ability to evaluate interactions objectively and provide fair, consistent feedback.
• Strong problem-solving skills and the ability to coach others in a positive, supportive manner.
• Comfortable working in a fast-paced, high-volume environment while managing multiple priorities.
• Ability to build positive working relationships with employees at all levels of the organization.
• Flexible to work rotating shifts, including mornings, afternoons, evenings, weekends, and holidays as required.
• Criminal background check is required.
• Applicants must be legally entitled to work in Canada.
• Accommodation is available upon request throughout all stages of the recruitment process.
• This position starts at 21/hour.