Bilingual Quality Assurance Analyst, Sales Centre

1 week ago

Toronto, Canada Sunwing Travel Group Full time

**Quality Assurance Analyst**
**, Sales centre**

**About Us**:
**The Opportunity**:
**What You’ll Do**:

- Listen and review customer contact recordings, recording results in QA Monitoring tool.
- Provide constructive feedback on areas of opportunity from results found to agents and supervisors.
- Complete weekly/monthly trend reports
- Identify customer impacting trends through the listening of customer contacts and communicate appropriately.
- Monthly recognition by displaying achievements and praised reviews through web platforms.
- Search, prepare, and analyze materials for calibrations.
- Host monthly calibration sessions both Supervisors and Agents with all sites
- Update and upkeep of QA resources, grids, and documents in SharePoint
- Maintain and anticipate resourceful needs for Supervisors, Agents, and/or the Sales Centre

**What You’ll Need**:

- 1 - 3 years of work experience in a related field
- Basic Microsoft Office skills - Predominantly Excel
- Curious and passionate for continuous learning
- Critical thinker, analytical and professional
- Capable to work in fast-paced and rapidly changing environment.
- Able to work in an environment that is in the process of maturing and advancing.
- Flexibility to adapt.
- Ability to work independently or as a team.

**What We Offer**:

- Remote Work Opportunities
- Great travel perks
- _ Goodlife_ Corporate Discount
- Comprehensive benefits package
- RRSP Matching Program
- Growth opportunities
- Free Parking
- Open concept, collaborative workspace
- Fresh Café with delicious snacks and meals at a subsidized price
- Opportunity to give back through our social responsibility initiatives

**Diversity, equity, and inclusion - **Diversity makes us EPIC; we strive to foster a culture where employees feel uniquely themselves and part of a team.
**Violence and harassment prevention and response - **We partnered with White Ribbon to help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions.
***
**Total wellbeing - **Our approach is for holistic opportunities to help employees Be EPIC and Be Well.
** Learning and development - **Our offerings are focused on the development of competencies, personal leadership, and leadership in groups and teams.

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