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Global Service Desk Quality Assurance Consultant
3 months ago
Long View. A career that helps you get more out of life.
***A Long View career helps you get more out of life. We don't just say it, we prove it. Every day. We're proud of our reputation as one of North America's most dynamic IT providers — and we're even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you'll see how our company's core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 90% of Long View team members rated Long View as a good or great place to work
Do you get excited about providing excellent customer service? Do you have a passion for new and exciting technologies?
We are looking for a driven and self-motivated
Global Service Desk Quality Analyst for our
IGS branch located in
Calgary, Edmonton, or Toronto In this role you will monitor inbound and outbound phone calls, chat transcripts and tickets to assess analysts' technical accuracy, customer service performance, and alignment to company policies and procedures. You will assist in developing quality processes, procedures as well as making recommendations to enhance existing training materials. You will also provide analysis and scheduled and ad hoc reporting on quality, successes, and areas of opportunity to be addressed.
A Day in the Life:
- Monitor, review, and score help desk calls, chats, and tickets to evaluate quality based on preset criteria
- Develop job aids and training materials based on identified training needs, performance concerns, as well as opportunities to create efficiencies and quality improvements
- Use quality monitoring data management system to compile and track performance at both a team and individual level
- Track quality assurance results, analyze to identify concerns, and provide reports to management recommending improvements as well as participating in implementation
- Participate in recommendation meetings with team leads to improve call quality and customer service
- Coordinate and facilitate call calibration sessions for service desk staff
- Prepare quality reports for management and leadership review
What You Bring:
- 1+ years' experience working in a quality assurance or similar role
- 1+ years' experience working in a call center environment
- Exceptional customer engagement, interpersonal, presentation, and overall communication skills
- Ability to collaborate with other team members to develop and enhance deliverables
- Capacity to continuously improve team processes to ensure information is of the highest quality, contributing to the overall effectiveness of the team
- Capability to quickly learn and adapt to new business and technical concepts
- Experience with Microsoft Office
What Makes You Extra Awesome:
- Multilingual; English, with Spanish and/or French an asset
Why Work at Long View?:
-
Great people and culture:
Comprehensive benefits package from day one:
3 weeks' vacation to start:
Recognition programs
Want to learn more about our culture and life at Long View? Check us out on LinkedIn, Twitter and Instagram
Long View's mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds.
Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know.
