Quality Assurance Analyst - Sandy Bay, Hanover - Onsite Employment

“I am convinced that nothing we do is more important than hiring and developing people. At the end of the day, you bet on people, not on strategies.” – Lawrence Bossidy

Reporting to the Quality Assurance and Compliance Manager, the Quality Assurance Analyst will play an instrumental role in ensuring the integrity of reports generated by the Quality Assurance Department. This is a great career opportunity for an individual who exhibits passion, consistency, ingenuity and understands the importance of confidentiality while exercising daily duties. You will be expected to contribute to staff / team morale by being adaptable and effectively manage change while maintaining a positive attitude.

Duties and Responsibilities

• Provide customer service support to a team of agents, responding to escalated issues regarding performance and quality, while determining quality standards
• Verify call center results by measuring skills, utilizing product knowledge, service ability, listening, etiquette, objection handling and efficiency
• Provide feedback to agents by monitoring calls and conducting coaching sessions
• Evaluate customer service approaches by rating effectiveness of agents; providing quality ratings and identifying training needs.
• Conduct trend analysis, identifying root causes and developing action plans to remedy issues
• Direct quality initiatives by requiring adherence to quality assurance policies and procedures as well as developing new models and implementing changes
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional symposiums
• Contribute to team effort by accomplishing related results as needed
• Assist with calibration sessions executed by the Quality department periodically
• Create and submit routine and adhoc reports
• Other duties assigned as needed
•  Deep dive into fraud cases and security breaches
• Conduct awareness sessions with employees

Required Qualifications and Skills

• College Diploma in Business Studies or related field an asset
• 2-3 years related experience in similar position. 
• Understands call center operations and key metrics
• Proficient in MS Office with the ability to generate reports on KPIs
• Proven ability to work under pressure, handling multiple tasks to ensure timely completion of all activities
• Excellent coaching and motivational skills, analytical and organizational skills
• Excellent researching skills- Ability to obtain, skillfully extract and report information for business benefit
• Good presentation skills and flexibility towards changes in work assignments & working hours
• Confident public speaker with the ability to adapt to change while maintaining a positive attitude