Quality Assurance Analyst

Elevate service excellence as a Quality Assurance Analyst with Aplin in Winnipeg. This role focuses on monitoring customer interactions and enhancing quality standards effectively.

Join Aplin’s Winnipeg team to ensure top-notch service through detailed analysis. In this analytical position, you will evaluate customer interactions across various channels and provide constructive coaching to elevate team performance. Collaborate closely with Team Leaders to identify areas for improvement and assist in internal calibration sessions to maintain consistent quality.

Key Responsibilities:

• Monitor customer interactions via phone, email, chat, and social media

• Conduct quality assessments using established criteria

• Provide coaching and constructive feedback to representatives

• Prepare weekly quality assurance reports for your team

• Collaborate with leaders to identify performance improvement initiatives

Requirements:

• High school diploma or equivalent required

• 6 months to 1 year of contact centre experience

• Quality Assurance experience is a strong asset

• Proficient in Microsoft Office applications

• Strong verbal and written communication skills

Use your analytical skills to enhance customer service quality at Aplin in Winnipeg.