Quality Assurance Analyst (Collection)

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life.

Maple Leaf to Jamaica; Join Our Canadian-Inspired Team!

Why Join ContactPoint360?

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

Check out our Youtube video:

https://youtu.be/AsPjX-5uyQQ

WHAT YOU’LL DO:

Monitor, evaluate and score inbound calls against established quality assurance instruments and standards

Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards

Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools

Supports and communicates business goals, quality standards, processes and procedures and policies

Ensure the agents adhere to predetermined quality assurance standards and the business’s standard operating procedures

Conduct / Lead training sessions (as needed)

Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures

Provides performance expectations, action plans and development plans to improve call quality

Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined

Provide clearly written feedback to management for group and individual coaching regarding compliance audits and performance coaching

Collaborate with supervisors to share call quality performance issues and provide regular reports on overall performance and trends

Participate in projects and all other duties as assigned

REQUIREMENTS / QUALIFICATIONS:

1 + year experience as a Quality Assurance Analyst is a requirement

Previous Experience in Collections

Provides data for development of training and problem resolution

Conducts mock call training for new associates after they complete classroom training

Conducts side-by-side and listening feedback sessions with associates on a regular basis

Ability to constructively confront peers and colleagues with value added input, feedback and assessments

Must have a high level of reason and analytical skills and the ability to be objective

Qualification:

• High school diploma or equivalent required 

• Post Secondary education is considered an asset.

We value our employees by providing:

• Competitive salaries
• Employee Recognition program
• Paid training
• Career advancement opportunities
• Health Insurance
• Employee referral program
• Lunch Subsidy

All applicants should be 18 years or older and must have a valid Government-issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.