Contact Center Quality Assurance Analyst - Halifax, Canada - P4P Marketing

Description

P4P Marketing is a Canadian-based company and leading provider of Customer Contact Centers for the full-service moving and storage industry.

This is not a technical QA Engineer position, the role is a contact center business role for someone with experience in a contact center environment.

We are looking for a QA Analyst to work with our team and our clients to ensure we continue to provide the best service experience, while also driving improvement into our processes wherever possible.

As a QA Analyst at P4P, you will monitor inbound/outbound calls and assess agent's demeanor, technical accuracy, customer service performance, conformity to scripts and company policy.

• Minimum of 2 years previous QA experience in a contact center environment a must
• The Quality Analyst is responsible for monitoring call quality, and reporting findings to team leaders and management.
• This will include listening to agent calls to monitor telephone etiquette and adherence to approved call scripts, and review of documentation for accuracy and completeness
• Supports the managers and supervisors in identifying strengths and opportunities for each agent, providing objective feedback in quality assurance documentation
• Excellent MS Office skills, able to work quickly without sacrificing accuracy
• Self motivated to work productively in a virtual environment
• Exceptional interpersonal and persuasive communication skills.
• Process improvement focused
• Personal computer with Windows 10 and highquality headset
• High speed internet with direct connection (no Wi-Fi, Hubs or Satellite connections). Minimum speeds of 20mbps download, 10mpbs upload
• Nice to have: Technically inclined (not programming) with respect to client account setup/configuration.