Quality Assurance Analyst

3 weeks ago

Winnipeg, Canada IntouchCX Full time

Quality Assurance Analyst – IntouchCX About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long‑term relationships with our brand partners and empowering our people to drive positive change. About the Job We’re changing the way people think about customer service, and we need your help We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts. As Quality Assurance Analyst, You Will… Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed Complete Quality Assurance and coaching session reports on a weekly basis Provide floor support, which can include actively taking phone calls Attend and participate in meetings with supervisors and managers to review monitoring lists Attend and participate in partner and internal calibration meetings Research escalated issues and co‑deliver coaching opportunities with Team Leaders and Operation Managers Report scripting problems or questions from callers to appropriate departments Distribute partner and company related correspondence to all CSRs/Tier 2 team members Perform other duties as assigned As Quality Assurance Analyst, You Have… High school diploma or equivalent (required) 1 year of front‑line contact center experience (preferred) 1–2 years of Quality Assurance experience (preferred) Intermediate knowledge of MS Excel, MS Word and MS Office (required) Ability to type 30 wpm minimum with accuracy Strong verbal and written communication skills, including spelling and grammar Excellent organizational and time management skills Ability to make fair and consistent judgments and decisions Ability to multi‑task under high‑pressure situations Ability to solve problems and offer suggestions in a positive and developmental manner Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls Ability to perform basic mathematical functions to ensure scoring accuracy Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds Availability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required Benefits of Working as a Quality Assurance Analyst Industry‑leading medical, vision, and dental benefit plans + paid time off benefits Ample career growth opportunities IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics. IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information about our accommodation policies, please let us know. Seniority level Entry level Employment type Full‑time Job function Quality Assurance Industries Outsourcing and Offshoring Consulting #J-18808-Ljbffr

  • Quality Assurance Analyst

    7 days ago

    Winnipeg, Manitoba, Canada In Touch Full time

     About the Job We're changing the way people think about customer service, and we need your help  We're looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts. As Quality Assurance Analyst,...

  • Quality Assurance Specialist

    2 weeks ago

    Winnipeg, Canada Canada Life Assurance Company Full time

    Quality Assurance Specialist **Description: - Permanent Full Time- **Position Overview**Accountabilities** - Contributes to the development of the project deliverables, with respect to definition of project scope, estimates for QA tasks, identification of stakeholders, approach, methodology, communication plan, QA resourcing and schedule. - Gains clear...

  • Quality Assurance Analyst

    17 hours ago

    Winnipeg, Canada Payworks Inc. Full time

    Doing business to business, person to person. Payworks is a leading workforce management solutions provider and multi-year winner of the Canada’s Best Managed Companies program. We are proud to be Canadian owned and operated as well as committed to developing world-class products and providing a progressive workplace culture where **Doing Right by...

  • Junior Quality Assurance Analyst

    2 weeks ago

    Winnipeg, Canada Niche Technology Inc. Full time

    Junior Quality Assurance Analyst – Niche Technology Inc. Join to apply for the Junior Quality Assurance Analyst role at Niche Technology Inc. Niche Technology designs, develops, supports, and implements an advanced police Records Management System (RMS). Our current offering, NicheRMS, covers the full breadth of police operations as standard,...

  • Quality Assurance Analyst

    2 days ago

    Winnipeg, Canada Online Business Systems Full time

    We are looking for a skilled Quality Assurance Analyst to join our Business Consulting team in Winnipeg. With your strong understanding of business and quality assurance processes, you will contribute to projects that leverage technology to deliver business quality and value to our clients. **What you'll do**: - Help develop a comprehensive automation test...

  • Quality Assurance Analyst

    2 days ago

    Winnipeg, Canada IntouchCX Full time

    About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...

  • Senior Quality Assurance Analyst

    3 weeks ago

    Winnipeg, Canada Pollard Digital Solutions Full time

    Direct message the job poster from Pollard Digital Solutions. We’re looking for an experienced Senior Quality Assurance Analyst with a deep understanding of the software delivery lifecycle to join our Quality Assurance team within our Winnipeg Office OR Remote. As a Senior QA Analyst, you’ll manage CI/CD pipelines, refine testing strategies, and oversee...

  • Senior Quality Assurance Analyst

    6 days ago

    Winnipeg, Canada Pollard Digital Solutions Full time

    Direct message the job poster from Pollard Digital Solutions. We’re looking for an experienced Senior Quality Assurance Analyst with a deep understanding of the software delivery lifecycle to join our Quality Assurance team within our Winnipeg Office OR Remote. As a Senior QA Analyst, you’ll manage CI/CD pipelines, refine testing strategies, and oversee...

  • Quality Assurance Analyst

    2 days ago

    Winnipeg, Canada WCLC Full time

    We have an exciting opportunity for a Quality Assurance Analyst to join our Application Delivery team in our Winnipeg office. This is a hybrid role, which will work both in our Winnipeg office and remotely from home. **Key Accountabilities and Responsibilities** - Create, modify and execute manual testing throughout the testing cycle - Create and execute...

  • Junior Quality Assurance Analyst

    3 weeks ago

    Winnipeg, Canada Niche Technology Full time

    AboutNiche Niche Technology designs, develops, supports, and implements an advanced police Records Management System (RMS).Our current offering,NicheRMS, covers the full breadth of police operations as standard, out-of-the-box functionality that is available now and in live production use. It is a single, integrated operational police information management...