Call Center Quality Assurance Specialist

3 weeks ago

Toronto, Canada Equitable Bank Full time

The Core Responsibilities of the Job

Review and provide a monthly evaluation for a random sample of interactions (calls/chats/emails) handled by the Renewals team.Provide feedback directly to the renewal specialists on their call quality and provide coaching suggestions to improve customer interaction quality.Conduct monthly coaching meetings with each Renewals Manager to provide feedback (strengths and opportunities for improvement) on the quality evaluations of their specialists.Facilitate monthly calibration sessions with the Renewals Leadership team to ensure alignment of quality evaluations.Facilitate training sessions for new hires to ensure that they understand the quality evaluation process and how to provide the best-in-class customer experience.Develop work aids and call flow diagrams to support the frontline team in managing their customer interactions.Manage the catalog of existing evaluation scorecards and create new scorecards based on organizational needs.Create monthly summary reports, analyze results and trends, and provide insights to the Leadership team on how to improve the service quality and customer service scores.Action approved initiatives to drive improvements in call/renewal ratios, renewal %, and customer service scores.Continually provide recommendations to the Leadership team on how to improve operations and training based on observations and reports.

Let’s Talk About You

A post-secondary education in Business, related field, or equivalent experience.Minimum 3+ years of customer service and/or experience in providing quality coaching in a contact centre environment.Experience with the Five9 evaluation system is preferred.Excellent knowledge of the EQ Bank products, policies, and procedures.Works exceptionally well in cross-functional teams and is a champion of collaboration.Strong interpersonal and coaching skills to build a relationship with the Renewals team.Strong communication and presentation skills to facilitate training and meetings with the frontline and Leadership team.Solid experience using Excel, Word, PowerPoint, and SharePoint to build reports, and presentations to clearly convey results and trends.Motivated, detail-oriented self-starter with the ability to work independently.Ability to manage time effectively while administering multiple priorities.Strong analytical, and problem-solving skills.What we offer [For full-time permanent roles] Competitive discretionary bonus Market leading RRSP match program Medical, dental, vision, life, and disability benefits Employee Share Purchase Plan Maternity/Parental top-up while you care for your little one Generous vacation policy, personal days and even a moving day Virtual events to connect with your fellow colleagues Annual professional development allowance and a comprehensive Career Development program A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experienceThe incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.

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