Overview:
Work Location: This is a remote/work from home position.
Compensation: $36K-$40K annually
The QA Analyst will review the account and call activity for operations, among other assigned duties. Quality assurance (QA) should be the cornerstone of your call center management efforts. This is because optimizing QA practices will help to enhance the quality of the service your team provides to their customers and increase their efficiency. Quality assurance (QA) is a way of preventing mistakes and avoiding problems when delivering solutions to agents. The position requires you can speak and write French.
Responsibilities:
- Document issues and ensure errors are corrected by communicating findings to operations.
- Assess client and company requirements and ensure that these are met.
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Audit collection calls to identify if agents are applying the principles and best practices of quality assurance throughout the collection call and reducing errors.
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Ensure that agents provide quality service in line with organizational objectives.
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Optimize quality assurance to increase agents' efficiency through behavior modification, enhance quality service to consumers and improve close rates while minimizing consumer complaints through feedback on collection calls
Qualifications:
- Sitting for long periods of time, think, talk, listen and enter data into appropriate platform, some repetitive tasks.
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Strong PC knowledge, Excel, Email, etc
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Previous quality analyst experience in a call center environment
Pay Range: CAD $36,000.00 - CAD $40,000.00 /Yr.
