Customer Care Quality Assurance Specialist
12 hours ago
As a Quality Assurance Specialist, you will be responsible to ensure our customers receive accurate information on all brands and our agents receive feedback on all their interactions. This includes calls, email and chat. In addition, you will be responsible for documentation to ensure the most recent policies and procedures are available for our Specialists. Managing CRM systems within Customer Care. You will review interactions and have the discussions with the agents. In extreme situations, you will escalate performance concerns to the respective Supervisors to be resolved.
Responsibilities- Review and evaluate a sample of customer interactions (calls, emails, chats, social media) for quality, accuracy, and adherence to company standards using Quality Management tools.
- Monitor and score Specialist interactions for quality improvement. Create team reports for all brands to ensure KPI's are met. This includes quarterly and yearly summary.
- Create and maintain a current database on the RAMP of policies and procedures SOP's User guides, decision trees, e-modules and videos.
- Assist in overflow volume as required on all mediums
- Create reports for all brands to ensure KPI's are met. This includes monthly, quarterly and yearly summary.
- Work with Supervisor on all UAT initiatives including creating testing scenarios.
- Responsible for supporting training new hires and existing staff as assigned by your supervisor.
- Assist Customer Care with various application systems and various requests from a support and integration perspective.
- Root cause analysis - Looking at recurring quality issues, spotting process gaps, and recommending fixes.
- Identify trends in agent performance, customer concerns, and process gaps to support operational improvements and error reduction.
- Collaborate with team leaders and training teams to recommend targeted coaching, training new and existing staff , and process enhancements.
- Assist Customer Care with various requests from a support and integration perspective and various application systems.
- Flexible and willing to perform other tasks as assigned
Qualifications
- 3+ years in Customer Service or Quality Management, with hands-on experience in coaching and process improvement.
- Strong understanding of approved procedures and ability to ensure compliance.
- Confidence to provide coaching and comfortable delivering constructive feedback, both positive and corrective, as part of training and coaching.
- Skilled at creating training materials: documents, eLearning modules, quizzes, surveys, and intranet content.
- Experienced with quality monitoring tools (RingCentral, NICE, Genesys).
- Experience with training and documentation platforms such as – Articulate, SharePoint.
- Experience with Data and Reporting platforms (Excel, Power BI, Salesforce).
- Flexible schedule, ability to work evenings, weekends and stat holidays as required.
- Must be fluent in English, both written and verbal.
- Typical Call Center office environment
- Certifications in Customer Service/Call Center Training (e.g., ATD) or quality/process improvement (e.g., Six Sigma) are assets.
- Spanish and French an asset.
-
Customer Care Quality Assurance Specialist
10 hours ago
Burnaby, British Columbia, Canada Ritchie Bros. Full time US$50,000 - US$80,000 per yearAbout UsIAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA's unique platform facilitates the marketing and sale of total-loss, damaged...
-
Customer Care Quality Assurance Specialist
2 weeks ago
Burnaby, British Columbia, Canada Ritchie Bros. Full time $36,260 - $54,380 per yearABOUT USIAA Holdings, LLC (IAA), a Ritchie Bros. Auctioneers company (NYSE: RBA) and (TSX: RBA), is a trusted global marketplace for insights, services, and transaction solutions for commercial assets and vehicles. Leveraging leading-edge technology and focusing on innovation, IAA's unique platform facilitates the marketing and sale of total-loss, damaged...
-
Quality Assurance Specialist
1 week ago
Burnaby, British Columbia, Canada Kardium Inc. Full time $69,500 - $90,000 per yearYour opportunityBy joining the Kardium team, you can help make a difference in the lives of millions around the world. We have developed a ground-breaking medical device for the diagnosis and treatment of the most common heart rhythm disorder, atrial fibrillation – which can cause stroke, heart failure, and other heart-related complications.Kardium's...
-
Customer Care Specialist
1 week ago
Burnaby, British Columbia, Canada SGS Full time $23 - $25Company Description We are SGS – the world's leading testing, inspection, and certification company. We are recognized as the global benchmark for quality and integrity. Our 96,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer, and more interconnected world. In Canada, SGS employs over 2,000...
-
Customer Care Specialist
1 week ago
Burnaby, British Columbia, Canada SGS Full time $45,600 - $60,600 per yearCompany Description We are SGS – the world's leading testing, inspection, and certification company. We are recognized as the global benchmark for quality and integrity. Our 96,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer, and more interconnected world. In Canada, SGS employs over 2,000 team...
-
Vision Software Quality Assurance Specialist
2 weeks ago
Burnaby, British Columbia, Canada LMI Technologies Full time $72,000 - $102,000 per yearLMI Technologies, recognized as one of Canada's best workplaces, is a medium-sized technology company built on a culture of openness, respect and professional excellence. At LMI our staff work passionately towards the common goal of designing and delivering innovative 3D machine vision solutions to OEMs and System Integrators. Our customers rely on our...
-
Vision Software Quality Assurance Specialist
1 week ago
Burnaby, British Columbia, Canada LMI Technologies Full time $72,000 - $102,000 per yearLMI Technologies, recognized as one of Canada's best workplaces, is a medium-sized technology company built on a culture of openness, respect and professional excellence. At LMI our staff work passionately towards the common goal of designing and delivering innovative 3D machine vision solutions to OEMs and System Integrators. Our customers rely on our...
-
Vision Software Quality Assurance Specialist
1 week ago
Burnaby, British Columbia, Canada LMI Technologies Full time $72,000 - $102,000 per yearLMI Technologies, recognized as one of Canada's best workplaces, is a medium-sized technology company built on a culture of openness, respect and professional excellence. At LMI our staff work passionately towards the common goal of designing and delivering innovative 3D machine vision solutions to OEMs and System Integrators. Our customers rely on our...
-
Systems Quality Specialist
2 days ago
Burnaby, British Columbia, Canada LMI Technologies Full time $79,219 - $102,953 per yearLMI Technologies, recognized as one of Canada's Best Workplaces, is a medium-sized technology company built on a culture of openness, respect and professional excellence. At LMI our staff work passionately toward the common goal of designing and delivering innovative 3D machine vision solutions to OEMs and System Integrators. Our customers rely on our...
-
Quality Specialist
1 week ago
Burnaby, British Columbia, Canada Ballard Power Systems Full time US$75,000 - US$93,940 per yearBallard's Quality Team has an immediate opening for a Quality Engineer/ Specialist (QE) to join our dynamic and cohesive quality team First and foremost, the new QE needs to be passionate about quality and be onboard for championing quality culture throughout Ballard. In line with Ballard being global, the new QE needs to be able to see the bigger picture of...
