Quality Assurance Analyst

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.

About ContactPoint360

If you want to be the next CEO… we’re not joking.

Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset.

ContactPoint360 is a Canadian, people-first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within, proof that growth isn’t just a promise, it’s our culture. From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people, and we’re big believers in building futures, not just filling roles.

If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one. This is where potential turns into progression. Welcome home.

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:

• 2 + year experience as a Quality Assurance Analyst is a requirement
• Previous Experience in Collection, Sales and Customer Service.
• 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.