Call Centre Careers: Roles & Qualifications

Quality Analyst, Call Centre Sales and Customer Service
(Dorval and Toronto)

Top responsibilities
Qualifications and experience

Top responsibilities:

The position of Call Centre Quality Analyst reports to the Regional Quality Manager. The QA's primary responsibility will be to ensure that call quality monitoring quotas are met each month and that feedback is conveyed to Team Managers in a timely manner. In addition, facilitation of calibration with Team Managers is a key responsibility. There may also be some assistance with project development and implementation.

Responsibilities:

• Observes and scores Service Representatives on all aspects of their job duties
• Identifies and communicates performance trends of Service Representatives
• Develops call flows and other quality-oriented job aids and tools for Service Representatives and Team Managers
• Facilitates, and/or participates in, Team Manager calibration sessions
• Builds/administers quality rewards and recognition
• Takes inbound calls as required

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Qualifications and experience

Candidate qualifications

Experience:

• Consistent excellence demonstrated in all aspects of current job role, especially in quality aspects
• Good working knowledge of Microsoft Office software (MS Word and Excel) is required
• At least one year of experience in a customer service capacity at Bell ExpressVu is preferred
• Experience in quality assurance, coaching, and making presentations or leading working groups is an asset

Skills and knowledge:

• A thorough working knowledge and expertise in CSG and all aspects of Bell ExpressVu product and procedures
• Strong time management and organizational skills, accompanied by above-average analytical thinking abilities
• The ability to lead by example, and bring a positive attitude to the customer service environment
• Excellent communications skills, both oral and written (French or Chinese an asset)
• The ability to be an innovative, creative problem-solver
• Adaptability to change - must enjoy a challenge
• Comfort speaking and presenting in front of peers and management
• An understanding and ability to express the importance of customer service in achieving Bell ExpressVu's mission to put a dish on every home

Educational requirements:

Post-secondary education or equivalent

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