Quality Assessment Representative
1 week ago
Brandt is currently seeking a Quality Assessment Representative for our Regina Location.
- Deliver Contact Centre customer experience goals through obersvation and assessment of parts and reception calls
- Providing feedback to representatives abd leadership team
- Assisting in driving initiatives for continuous improvement
- Take ownership of customer opportunities
- Demonstrate adaptability and flexibilty by performing additional duties as required within the Customer Support Center
- Asisst in resolving customer and branch complaints and escalations as needed
- Keep current with contact center and customer experience trends and insights from call centre and branch call listneing as well as other industry best practices
- Achieve monthly parts and reception call quality assessments and customer experience goals
- Conduct research to help accelerate customer experience outcomes
- Participate in regular and adhoc call listening deep dives/call audits to understand best practices, key areas requiring focus and to make appropriate corrective action recommendations
LI-onsite
**Required Skills**:
- Strong organizationals skills are required, with the ability to manage multiple tasks and projects effectively
- Strong communication skills to convey information clearly and concisely with organization's executive team and colleagues
- Exceptional attention to detail
- Well established time management skills
- Flexible to support 24/7 contact center environment
- Previous experience in customer service quality initiatives
- Proficiency in Microsoft Office
- Bilingual English/French is an asset
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