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Call Center Quality Analyst

2 weeks ago

Calgary, Canada SMART Technologies Full time

**Purpose of the position**
Reporting to the Director, Customer Services, you will assist our front line teams in providing exceptional support to our internal and external customers. With your passion for customer service combined with your contact center experience, you will drive quality and customer experience through process and program improvements. You will maintain a holistic knowledge of SMART’s products and program offerings, and you will act as the central point of contact to coordinate resources and respond to requests.
**Responsibilities and accountabilities**
- Day to day call center operational activities including systems
- Daily interface with Call Center vendors on metrics, project and quality management & compliance
- International point of contact for CRM and process questions, changes, testing and communication
- Call Center communication lead including liaison between Call Center Vendors and SMART Technologies as well as Sharepoint site ownership
- Participation in communication projects including internal and external communications which may include article or content creation as needed.
- Training coordination, planning and project management for the call center agent teams.
- Performs call monitoring for investigation purposes, process improvements and/or trending analysis
- Provides trend data to management team or stakeholders drawing upon intermediate analytical skills.
- Uses quality monitoring data management system and/or processes to compile and track performance at team and individual level
- Ability to proactively identify customer needs and expectations
- Propose recommendations to enhance audit templates and reports
- Coordinates and facilitates call calibration sessions
- Provides feedback to Admin Supervisors and managers etc.
- Collects, prepares, analyzes and presents internal and external quality reports for management staff review
- Analyses contact and quality trends
- Leveraging ISAT,CSAT, and Call Quality data, coordinates and facilitates quality improvement initiatives.
- Actively participates in Customer Experience and VoC initiatives e.g. customer response data collection, coding and brainstorming improvement initiatives
- Work with project primes to ensure results are high quality and delivered on time
- Create training and/or process materials to support internal staff
- Billing review and audit including vendor meetings for accrual determination, clarification on invoice amounts and reporting out results to stakeholders with the intent of
- Performing other duties as required
**Supervision provided and received**
- This position has no direct reports
**Working conditions**
- Hybrid work opportunity in a fast paced work environment
**Education and work experience**
- Strong understanding of Contact Center Operations and quality.
- Strong skills in using Microsoft® Office software.
- Strong team player who is self-disciplined, reliable and adapts well to change.
- Strong communication skills.
- 2 years’ experience in professional writing and/or technical communications or a related field would be considered an asset.
- 2 years’ experience working on projects in a strict deadline based environment would be considered asset.
- A passion for and ability to deliver exceptional customer service
- At least two years in a contact center environment (customer service, interaction quality, process design and improvement)
- Degree or diploma in business, or equivalent education and experience
- Project coordination skills with a demonstrated ability to multi-task, take initiative and consistently meet deliverables.