Qureos Mentor

IntouchCX

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We are changing the way people think about customer service, and we need your help!
 
We’re looking for a Resource Planner to join our Workforce Team, who supports IntouchCX’s resource planning initiatives from a staffing point of view. This role is responsible for scheduling, tracking and assisting in the execution of intraday staffing management, ensuring staffing levels are sufficient to meet our overall performance goals.
 
As Resource Planner, You Will…
 <ul>
<li>Manage all day-to-day activities in Workforce Management</li>
<li>Manage schedules, exceptions, data tracking and Service Levels</li>
<li>Monitor daily Key Performance Indicators to diagnose emerging trends and adjust staffing as required</li>
<li>Maintain employee information and its accuracy on an ongoing basis</li>
<li>Plan and create new hire schedules while tracking shift availability</li>
<li>Report by program as required</li>
</ul>
As Resource Planner, You Have…
 <ul>
<li>University or College Degree in a related discipline - Computer Science, Marketing, Communications or Business (a combination of work experience and education will be considered)</li>
<li>Advanced knowledge of MS Word, MS Excel and Outlook</li>
<li>Adaptability to learn a variety of software programs including Aspect, Teleopti and Genesys (prior experience in one of these platforms is considered an asset)</li>
<li>High level of accuracy regarding data entry</li>
<li>Strong analytical and problem solving skills</li>
<li>Willingness to learn and adapt to working in a fast-paced environment</li>
<li>The ability to multitask and self-manage the work day</li>
</ul>

Resource Planner

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We’re changing the way people think about customer service, and we need your help!
 
We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.
 
As Quality Assurance Analyst (French/English Bilingual), You Will…
 
<ul>
<li>Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed</li>
<li>Complete Quality Assurance and coaching session reports on a weekly basis</li>
<li>Attend and participate in meetings with supervisors and managers to review monitoring lists</li>
<li>Attend and participate in partner and internal calibration meetings</li>
<li>Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers</li>
<li>Report scripting problems or questions from callers to appropriate departments</li>
<li>Distribute partner and company related correspondence to all CSRs/Tier 2 team members</li>
<li>Perform other duties as assigned</li>
</ul>
As Quality Assurance Analyst (French/English Bilingual), You Have…
 
<ul>
<li>High school diploma or equivalent (required)</li>
<li>Must be fluent in French and English, written and oral</li>
<li>1 year of front-line contact center experience (preferred)</li>
<li>1-2 years of Quality Assurance experience (preferred)</li>
<li>Intermediate knowledge of MS Excel, MS Word and MS Office (required)</li>
<li>Ability to type 30 wpm minimum with accuracy</li>
<li>Strong verbal and written communication skills, including spelling and grammar</li>
<li>Excellent organizational and time management skills</li>
<li>Ability to make fair and consistent judgments and decisions</li>
<li>Ability to multi-task under high-pressure situations</li>
<li>Ability to solve problems and offer suggestions in a positive and developmental manner</li>
<li>Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls</li>
<li>Ability to perform basic mathematical functions to ensure scoring accuracy</li>
<li>Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds</li>
<li>Ability to work a variety of shifts including days, afternoons, evenings and holidays</li>
</ul>

Quality Assurance Analyst (French/English Bilingual)

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 The MIS Analyst is an integral role within Global Service Desk and is responsible for the design, development, implementation and support of mission-critical enterprise Business Intelligence (BI) reports, G-Suite/Excel reports, and other tools working with cross-functional teams. This role is a part of Global Service Desk and supports in collecting and analyzing data sets using G Suite or Microsoft Excel
 The ideal candidate will play an important role in helping the organization meet its strategic goals through providing direction and guidance concerning information processes and security of data.
 
As MIS Analyst, You Will…
 <ul>
<li>Responsible for collecting and analyzing data sets using G-suite tools or Microsoft Excel</li>
<li>Proactively interact with multiple internal/external stakeholders on a daily, weekly and monthly basis for preparation of MIS reports</li>
<li>Understand process, delivery and operations management</li>
<li>Analyze data and reports from various sources and provide actionable insights and suggestions</li>
<li>Prepare ad hoc reports based on the requirements from the stakeholders</li>
<li>Apart from reporting tasks, the MIS Analyst will work with other functions to assist in maintaining the trackers to smoothen the reporting part</li>
<li>Identify opportunities for automating the reports, snapshots and dashboards</li>
<li>Make reports contextual and provide information based on target audience</li>
<li>Ensure on-time and accurate delivery of reports, analysis and service requests</li>
<li>Continually monitor trends, performance and assist managers in making process improvements</li>
<li>Be able to generate, maintain, consolidate and track various daily/weekly/monthly MIS reports</li>
<li>Ensure individual and process-wide performance data is captured and provide operational metrics to management as required</li>
<li>Prepare dashboard and reports on a daily, weekly, monthly, quarterly & yearly basis</li>
</ul>
As MIS Analyst, You Have…
 
<ul>
<li>Post-secondary diploma or degree (Masters is a plus)</li>
<li>Knowledge of data analytics and data modeling</li>
<li>Knowledge of VBA & SQL is required</li>
<li>Advanced G-Suite Excel skills, BI tools, creating formulas, vlook up, and dashboard reports</li>
<li>3-5 years of MIS/Analysis/Dashboard building experience</li>
<li>Must have 3-6 years of reporting experience</li>
<li>Additional Tableau/BI certifications is a plus</li>
<li>Superior attention to detail and strong data orientation</li>
<li>Possess the ability to adapt well and learn new tools/ techniques quickly</li>
<li>Ability to work with a diverse range of requirements</li>
<li>Possess strong problem solving and reasoning abilities</li>
<li>Strong ability in automating repetitive tasks</li>
<li>Good logical reasoning with the ability to analyze and process large scale information</li>
<li>Exceptional communication skills (verbal and written) and decision-making abilities</li>
<li>Proven ability to quickly establish credibility, trust, and support within all levels of organization</li>
<li>Ability to plan, organize, and manage a variable workload and meet schedules with accurate results</li>
<li>Innovative thinker with ability to drive change and effectiveness through automation and process excellence</li>
<li>Ability to work well independently in a team environment, be self-motivated and multi task while achieving expectations</li>
<li>Availability to work night shifts to align with US or UK clients</li>
</ul>

MIS Analyst

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
The Information Security Analyst (ISA) will be managed by the Lead Analyst, and this role will be responsible for the day-to-day operations of threat monitoring, vulnerability management, and security control administration for a subset of the organization.
 
The ISA will perform regular predefined audits of various IT components as defined by IntouchCX clients and the Information Security Operations Center. The role will be part of a team and is expected to participate in regular team and client meetings to present audit findings and discuss ways to better organizational security.
 
As an Information Security Analyst, You Will…
 
<ul>
<li>Perform daily, weekly, and monthly security-related audits following standard operating procedures</li>
<li>Respond to security incidents and author security incident reports by performing incident investigation activities with various groups</li>
<li>Communicate and present audit findings and security compliance status to clients</li>
<li>Perform security analysis on alerts, logs, and events generated from various system components and controls throughout the environment</li>
<li>Assist in responding to security threats and incidents, developing incident reports, and submitting to clients</li>
<li>Audit camera functionality and employee badging management and access</li>
<li>Be in charge of the administration and use of various technical security controls:</li>
<li>Log collection and correlation (SIEM)</li>
<li>Endpoint (Antivirus/EDR, FIM, Log IDS)</li>
<li>Vulnerability scanning and identification</li>
<li>Data loss prevention</li>
<li>Develop, implement, and manage tools and processes to aid in threat monitoring and other security-related activities</li>
<li>Document and communicate security issues to various organizational units and clients</li>
<li>Work with the security team to identify methods to bolster threat detection and prevention based on discovered issues</li>
</ul>
As an Information Security Analyst, You Have…
 
<ul>
<li>College diploma in Information Security with 3 years comparable work experience</li>
<li>Security certifications such as CISSP, CISM, and related GIAC certifications are considered as assets</li>
<li>Professional experience in performing security analysis in a corporate environment and communicating with various business units</li>
<li>MacOS knowledge and proficiency</li>
<li>MacOS shell environment use is considered an asset</li>
<li>Project management certification or training is considered an asset</li>
<li>Clear written and vocal communication skills</li>
<li>Ability to translate security and compliance frameworks into operational repeatable tasks</li>
<li>The ability to work in a fast-paced and time-sensitive environment while maintaining quality, timelines, and expectations</li>
<li>Excellent analytical, critical thinking, and problem-solving skills</li>
<li>The ability to research, source as well as compile and summarize information</li>
<li>Superior attention to detail</li>
<li>Self-motivated and goal-oriented</li>
</ul>

Information Security Analyst

Join IntouchCX and explore 4   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

IntouchCX

About Company

Resource Planner

Quality Assurance Analyst (French/English Bilingual)

MIS Analyst

Information Security Analyst