Customer Support Quality Assurance Analyst

6 months ago


Ottawa, Canada Fullscript Full time

Fullscript is making optimal care easy for everyone. Through our care delivery platform, health practitioners can seamlessly design personalized health plans, provide support and education tools, and effortlessly prescribe and manage the use of healthcare's best supplements — all in one place.

Since 2011, Fullscript has enabled over 90,000 practitioners to deliver care and has helped more than 5.5 MIL patients follow a path to wellness. And we are just getting started.

Come build a healthier future with us.

Our Customer Success team is looking for an experienced **Quality Assurance Analyst**. In this role, you'll be critical in upholding our commitment to delivering an exceptional and consistent customer experience.

**MUST be located near Ottawa, Ontario, or Kelowna, BC.**

**What you'll do**:

- Review support conversations with a critical, thoughtful eye, ensuring alignment and objectivity.
- Evaluate scorecard results, CSAT survey responses, policies, and procedures to identify department trends and training opportunities for continuous improvement.
- Maintain and develop scorecards to improve the performance of support agents of any tenure and contribute to the achievement of SLAs and objectives of the larger Customer Support department.
- Lead scorecard calibration sessions with Leads and Managers and oversee auditing activities (i.e., review the reviewer).
- Stay on top of industry trends and methodologies to evolve the program over time.
- Support the Training program by shadowing new support agents and targeting QA efforts to develop new talent.

**What you bring to the table**:

- A passion for data and proficiency in storytelling through presentations to effectively communicate context surrounding individual and department scores and relay the next steps to leadership.
- Detail-oriented, organized, and investigative qualities.
- An open mind and willingness to challenge the status quo to evolve the QA program.
- Flexibility — willingness to adjust and re-prioritize deliverables around a dynamic support environment.
- Empathy towards both customers and customer service representatives to develop constructive feedback that fosters improvement and motivates support agents.
- Proficient in English with excellent written and oral communication skills.
- Proficiency in using modern ticketing, customer engagement, and CRM solutions commonly used in customer service environments, such as Zendesk, Salesforce, and Help Scout.
- Proficient with Google Suite (Slides, Docs, Sheets, etc.).
- 2+ years of experience in a supervisory or QA role in a customer service environment is required.

**Bonus**:

- Hands-on experience with Auto-QA-enabled programs.
- Experience working with Team Leaders responsible for delivering individual performance results to ensure feedback is communicated effectively, timely, and actionable.

**The Perks**:

- Competitive Compensation
- Flexible Paid Time Off program
- Fullscript’s RRSP/401k match program
- Stock Options
- Customizable benefits package (medical, dental, vision) with HSA
- Discount on Fullscript catalog of products for family & friends

2/27/24
- Our Wherever You Work Well philosophy means Fullscript teammates get to pick their own office — whether that’s in-office, at home, or a bit of both _\uD83D\uDC36\uD83C\uDFE1_

Fullscript is committed to diversity in its workforce and is proud to be an equal opportunity employer. We are excited to work with talented people, period. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national or ethnic origin, gender, age, disability, sexual orientation, gender identity and/or expression, marital or civil status, political affiliation, family or parental status, or any other status protected by the laws or regulations in the jurisdictions in which we operate.



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