Quality Analysis Consultant

3 weeks ago

Edmonton, Canada Long View Systems Full time

**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, 89% of Long View team members rated Long View as a good or great place to work

**Are you excited about aligning business goals and value client success?**

We are looking for a Quality Analysis Consultant** **to support our **Edmonton **branch As a QA Consultant you will drive continuous improvement through study and analysis of data from ITSM tool and other integrated systems.

**A Day in the Life**:

- Monitor, review, and score service desk calls, chats, and tickets to evaluate quality based on preset criteria
- Coordinate and facilitate call calibration sessions for service desk staff
- Ensure service desk process and procedures are followed consistently and collaborate with team leads, Site Managers, and customers to address any deviations
- Perform continuous data analysis to monitor and report call-to-ticket ratio, technical accuracy, drive continuous service improvement, elevate customer experience through increasing left shift ticket, remove manual work through automation and LEAN process, customer service performance, and alignment to company policies and procedures
- Develop quality processes, procedures, making recommendations to enhance existing training materials, and provide on-the-job training
- Provide coaching to improve communication skills, problem-solving, and empathy
- Use quality monitoring data management systems to compile and track performance through measurable scorecards at both a team and individual level
- Generate trend reports to forecast monthly call volumes and SLA adherence cutting across all In-scope towers and continue to create efficiencies and quality improvements
- Track quality assurance results, analyze to identify concerns, and provide reports to management recommending improvements as well as participating in implementation

**What You Bring**:

- 2+ years of industry experience working as a Quality analyst in an IT Service Desk
- Solid understanding of ServiceNow and other tools to assist in monitoring, troubleshooting and performance analysis
- Excellent communication and problem-solving skills with attention to detail
- Knowledge of contact center key performance indicators such as average handle time, talk time, wrap time, hold time, and first level resolution
- Knowledge of net promoter scores (NPS) and impacts (CSAT, DSAT, MSAT)
- Comfortable in a fast-paced environment and 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, and ServiceNow

**What Makes You Extra Awesome**:

- Multilingual; English, with Spanish and/or French

**Why Work at Long View?**:

- **Great people and culture**:

- ** Career growth **- Permanent staff positions, paid training, career life planning, and relocation and travel opportunities
- ** Interesting work **- Be part of exciting projects while accessing all the latest technologies

Expected Salary Range is $69,000 - $85,000 plus 10% variable earnings

**Want to learn more about our culture and life at Long View? Check us out on LinkedIn 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

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