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
Salary: $24/hour
Posting date: August 15, 2022
Expiry date: December 14, 2022

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.