Contact Quality Assessor

Canadian Blood Services•Greater Sudbury, ON

2d•Hybrid

About The Position

Canadian Blood Services is looking for a Temporary full-time Contact Quality Assessor to join our dynamic National Contact Centre (NCC) team in Sudbury, Ontario. The NCC team is responsible for supporting donors and the public through appointment booking, information, and issue resolution. It ensures consistent, high-quality service across all interactions to deliver a positive donor experience. Reporting to the Business Optimization Manager, you will be responsible for reviewing, assessing and evaluating all exchanges and interactions between donors or callers and National Contact Centre (NCC) agents, ensuring the highest standard of quality and consistent delivery of customer service at every touch point.

Requirements

Completion of post-secondary education in a relevant discipline from a recognized academic institution.
Minimum 3 years' experience in related experience in a Contact Centre environment, including previous experience performing quality assessments and evaluations, is required.
Technical skills including Microsoft Office.

Responsibilities

Reviewing, assessing and evaluating all exchanges and interactions between donors or callers and National Contact Centre (NCC) agents, ensuring the highest standard of quality and consistent delivery of customer service at every touch point.
Ensure adherence to NCC processes, standards and customer service through call quality assessments of interactions between donors/callers and NCC agents.
Provide in-depth process analysis, by analyzing and reviewing results with supervisor and/or staff, including reemphasis of customer service and consistency, as well as arranging for coaching/development as required.
Provide recommendations and may assist in the development and/or delivery of training and process improvements for staff.
Coordinate with other members of the NCC Supervisory/Management team by participating in team meetings as required.
Communicate regularly with Supervisors and department Managers, regarding customer service issues, resolution, including any areas of non-compliance and/or training requirements.
Perform other duties as required.