Quality Assurance Analyst
Day & Ross•Florenceville-Bristol, NB
•Onsite
About The Position
The Quality Assurance Analyst is responsible for gathering, reporting and analyzing daily, the QA statistics pertaining to the employees within the customer care center. The Analyst will ensure that products and services meet the established standards set by the organization.
Requirements
- Proficiency in Microsoft Office Applications
- Proven analytical skills with the ability to analyze data and translate for co-workers and senior leadership
- Able to use data trends and insights to make recommendations for continuous improvement and enhance the customer experience
- Organizational skills and ability to multi task in a fast pace environment including problem solving
- Ability to work independently and as part of a team
- Meet clearly stated expectations and take responsibility for achieving results
- Strong communication skills required with English/French bilingualism
Nice To Haves
- Post-secondary education in Business Administration or a related field is an asset
- A suitable combination of secondary education and experience may be considered
- Minimum 4 years’ experience in a Contact Centre with progressive roles/responsibility is an asset
- Experience with Web based software such as PowerBI, CXone, Salesforce and Oracle considered an asset
Responsibilities
- Auditing and calculating pay based on hours worked, including overtime and leave adjustments
- Responding to employee and management queries related to payroll, deductions, and benefits, often serving as a liaison between HR and staff
- Collaborating with cross-functional teams to align payroll practices with broader business objectives and participating in the implementation or upgrade of payroll systems and processes
- Helping in the development and implementing quality assurance protocols
- Analyzing quality QA data and recommending improvements
- Preparing quality QA reports and collaborating with teams
- Ensuring Daily, Weekly, Monthly and Quartely QA review counts are met for call and email QAs
- Assist with sourcing and analyzing data from Sales Force for the CS Interval Report and Customer Service Report
- Assist as required with any adhoc QA, Payroll or CXone related requests
- Any other relevant tasks as necessary
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
