Job Description
We are currently hiring a Quality Assurance Analyst to support our client's customer experience operations in Winnipeg.What We Offer: Salary: $43,000 - $45,000 annually Job Type/Shift: Full-time position requiring open availability, including days, evenings, nights, and weekends What You'll Be Responsible For: • Review and evaluate interactions handled by Customer Service Representatives and teams across multiple communication channels (phone, email, chat, social media) • Deliver coaching and feedback to improve service delivery and ensure compliance with company standards • Prepare and maintain regular quality assessment reports and coaching documentation • Offer real-time operational support, including stepping in to manage customer interactions when necessary • Participate in calibration sessions and collaborate with team leaders and management • Analyze escalations to identify root causes and partner with leadership on improvement strategies • Flag inconsistencies in ...