Contact Center Quality Assurance Analyst

Coaching and Mentoring: Act as a mentor and coach for our Care representatives, providing ongoing guidance and support to improve their customer service skills and overall performance.
- Training Delivery: Develop and deliver comprehensive training programs that focus on enhancing customer service skills, communication techniques, problem-solving, and conflict resolution.
- Quality Assurance: Perform quality assurance processes to monitor and evaluate customer interactions, ensuring adherence to company policies, protocols, and service standards.
- Performance Analysis: Analyze key performance metrics, customer feedback, and call recordings to identify areas of improvement for individual representatives and the contact centre as a whole.
- Feedback and Recognition: Provide constructive feedback to representatives, acknowledging their strengths and assisting them in overcoming challenges to achieve their full potential.
- Continuous Improvement: Stay up-to-date wi...