QA Analyst

4 months ago

Richmond Hill, Canada Paymentus (Canada) Corporation Full time

Summary/Objective
Quality Assurance (QA) Analyst is responsible for assessing the quality of the performance of our
responses to assess associates demeanor, technical accuracy, customer service performance, and
conformity to company policies and procedures. This individual will assist in developing, creating and
implementing call center quality processes and procedures; as well as making recommendation for
enhancements to training materials as needed to enhance the customer’s experience.

Essential Functions/ Responsibilities
1. Performs call monitoring and provides trend data to customer care management team.
3. Provides feedback to call center team leaders and managers.
4. Discuss and explain feedback with representatives.
5. Help agents improve their performance with specific instructions and constant support.
6. Provides actionable data to various internal support groups as needed.
7. Participates in development of call monitoring formats and quality standards.
8. Recommend and enhance representative training content and procedures.
9. Maintain customer service quality standards across the team.
10. Organize and track performance at team and individual level.
11. Prepares and analyzes internal and external quality reports for management staff review.

Supervisory Responsibility
This position does not have supervisory responsibility or direct reports, but may serve as a coach or
mentor to other members of the team.

Education and Experience
1. 2-3 years Call Center Experience
2. Bachelor Degree a plus
3. Good organizational skills, knowledgeable in goal-setting practices
4. Excellent verbal, written and interpersonal communication skills
5. Outstanding customer service skills and dedication to providing exceptional customer care
6. Exceptional listening and analytical skills
7. Perception of customer support impact on basic business metrics
8. Must be able to effectively deal with people at all levels inside and outside of the Company
9. Ability to multitask and successfully operate in a fast paced, team environment
10. Must adapt well to change and successfully set and adjust priorities as needed
11. Must be proficient with Microsoft Office (intermediate Word, basic Excel)
12. Bi-lingual a plus

Work Environment
This job operates in a professional office environment. This role routinely uses standard office
equipment such as laptop computers, photocopiers and smartphones.

Physical Demands
Prolonged periods sitting at a desk and working on a computer. Regularly required to talk and hear.
Must be able to lift up to 15 pounds at times.

Position Type/Expected Hours of Work
This is a full-time position; 40 hours per week.

**Hours of operation are**:
Monday through Friday, 7:00 AM to 10:00 PM (Eastern Standard Time)
Saturday and Sunday, 8:00 AM to 5:00 PM (Eastern Standard Time)
QA Analyst, Customer Service must be available to work a flexible schedule for all hours of operation as
job duties demand.

Travel
Occasional travel may be required.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities,
duties or responsibilities that are required of the employee for this job. Duties, responsibilities and
activities may change at any time with or without notice.

EEO Statement
Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make
(including pregnancy, childbirth and related medical conditions), gender identity or gender expression
(including transgender status), sexual orientation, national origin, ancestry, citizenship status, religion,
marital status, physical or mental disability, military service or veteran status, genetic information,
protected medical condition as defined by applicable state or local law, genetic information, or any
other classification protected by applicable federal, state, and local laws and ordinances. Our
management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement,
promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of
compensation, training, access to facilities and programs and general treatment during employment.

Reasonable Accommodation
Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and
employees with known physical or mental disabilities who are able to perform the essential functions of
the position, with or without reasonable accommodation. Paymentus will endeavor to provide
reasonable accommodations to otherwise qualified job applicants and employees with known physical
or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct
threat of substantial harm to the employee or others

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