Quality Assurance Analyst
Best Builders & Renovations Inc.
Job location: North York - ON, Ontario
Job ID: #JP247-149913
Employer: Best Builders & Renovations Inc.
Job Category: Project Management
Vacancies: 1
Website: www.bestbuildersrenovations.com
Salary: $24/hour
Posting date: August 15, 2022
Expiry date: March 17, 2023
Quality Assurance Analyst
Terms: Full time, permanent, 40 hours a week
- Evaluate customer interactions (voice and emails) to ensure contacts are being efficiently processed, compliance regulations are followed, and customers are provided with accurate information to answer their questions.
- Conduct training based on the business needs and opportunities identified
- Conduct reviews to assess quality assurance practices, software products and information systems
- Adopt and use multiple techniques of evaluation ranging from listening to calls and reviewing email transcripts to live listening to role-playing
- Develop a comprehensive understanding of the business, get intimately familiar with processes, values, and goals of the customer service organization
- Develop and build subject matter expertise and become well-versed in agents procedures, business process handling and the established QA process
- Provide coaching feedback to agents in a constructive and empathetic manner.
- Take customer calls periodically to remain in touch with the actual customer experience process and call handling protocols.
- Provide business leaders with insights on key trends identified in the QA process.
Skills: Computer & Technology
Requirement: 1 to less than 2 years of experience
Qualification: Bachelor's Degree
How to Apply:
By email: bestbuildersreno@yahoo.com.