Quality Analyst ( GDS Experience )

About the Job

IntouchCX is a global leader in customer experience and technology solutions based in Canada. The company has been in the market for 20 years and has recently expanded its operations to Egypt, where it has been active for the past two years.

About the Role

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,t and Social contacts.

As a Quality Assurance Analyst, You Will…

Coach CSRs/Tier 2s on the quality of service to ensure proper procedures are being followed

Complete Quality Assurance and coaching session reports every week

Provide floor support, which can include actively taking phone calls

Attend and participate in meetings with supervisors and managers to review monitoring lists

Attend and participate in partner and internal calibration meetings

Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operations Managers

Report scripting problems or questions from callers tothe appropriate departments

Distribute partner and company-related correspondence to all CSRs/Tier 2 team members

Perform other duties as assigned

As a Quality Assurance Analyst, You Have…

High school diploma or equivalent (required)

Minimum 1 year of hands-on GDS experience (required)

1 year of front-line contact center experience (preferred)

1–2 years of Quality Assurance experience (preferred)

Intermediate knowledge of MS Excel, MS Word, and MS Office (required)

Ability to type 30 wpm minimum with accuracy

Strong verbal and written communication skills, including spelling and grammar

Excellent organizational and time management skills

Ability to make fair and consistent judgments and decisions

Ability to multitask under high-pressure situations

Ability to solve problems and offer suggestions in a positive and developmental manner

Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls

Ability to perform basic mathematical functions to ensure scoring accuracy

Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

Availability to work a variety of shifts, including early mornings, afternoons, evenings, and holidays, is required.