Quality Assessor - Contact Center

Company DescriptionWe require the services of a Quality Assessor to join our new sales team. The main purpose of this job is to perform quality control audits to evaluate accuracy and effectiveness of operations. We are looking for professional, high performance individuals, with attention to detail, accuracy, and problem-solving skills to manage and monitor quality for all processes.Job DescriptionConduct compliance checks to meet SLA’sConduct quality audits and provide feedback to managersHold regular meetings with team leaders and agentsProvide feedback to agents on assessmentsConduct analysis based on consolidated data to enhance process improvementsEnsure accurate data capturingMonitor a select number of agents per day, per week.Calibrate quality assurance scoring with managementAchieve and maintain acceptable quality scoresParticipate in staff meeting and collaboration sessions with management to exchange ideas andContinually examine opportunities for quality improvements and adherenceQualificationsGrade 12Additional InformationAt least 1 year call center experience in salesPrevious experience in QA essentialPrior working experience in Utilities or Oil and Gas industries is advantageousProficiency in Microsoft Office packages (Word, Outlook, Excel)Excellent interpersonal and communication skillsHigh attention to detail and accuracy