The Quality Assurance Representative is responsible to monitor and evaluate various types of employee/customer interactions to identify trends within the adherence of quality standards.
Why Join Us?
Advantage Communications is an outsourced contact centre company operating in both Jamaica and Canada. We’re known as “the nice guys” in the contact centre industry and have kept a relatively low profile in the marketplace over the last 18 years. Advantage has created a culture of reliable and engaged staff that have become ambassadors of our brand. We hire capable and innovative individuals who share in our values and fit within our culture. We want to you to become part of our team.
“The only people we treat better than our clients, are our employees. We love our staff,” Kent MacPhee, President & CEO of Advantage Communications Inc.
Summary
The Quality Assurance Representative is responsible to monitor and evaluate various types of employee/customer interactions to identify trends within the adherence of quality standards. Feedback developed through his process will be utilized within training sessions to further enhance the employee and customer experience enabling the utmost satisfaction to be achieved. Knowledge provided on quality trends by this department will be used within employee coaching/training sessions; to enhance training materials; to improve quality standards and business processes.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, however other duties may be assigned.
Responsible to monitor and evaluate designated types of customer interactions to identify trends in service delivery and coaching opportunities. Customer interactions can include, but are not limited to inbound and outbound telephone calls, emails and chat sessions.
Performs other duties as required.
KNOWLEDGE AND SKILLS
EXPERIENCE
EDUCATION
About Us
“Our team has created a culture of caring within our organization where employees come first. We have a strong and innovative team, one that I am proud to be a part of,” Ryan L. White, Director of Human Resources.
Advantage Communications is a trusted partner in outsourced business solutions for high-growth and Fortune 1000 companies in the telecommunications and banking verticals. Since 1996, the company has developed a strong reputation for creating meaningful jobs, boasting some of the lowest turnover rates in the industry. Advantage has locations in Atlantic Canada and Jamaica providing outsourced technical support, help desk, and customer care solutions for clients across North America.
We thank all parties for their interest however, only shortlisted applicants will receive interviews.