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Quality Assurance Analyst (Oakville, ON)

Position Title: Quality Assurance Analyst
 

 
Position Overview:
 
This position ensures that quality support is provided to our customers through the use of reporting, monitoring, documentation, feedback and coaching practices.
 

 
Responsibilities:
 

 
• Produce reports on daily operations and issue trends
 
• Monitor and evaluate live technician calls; prepare evaluations for skill performance, including technical expertise, troubleshooting and customer service
 
• Evaluate CRM call notes for accuracy, completeness, grammar and rule adherence
 
• In coordination with supervisor teams and training, provide coaching and feedback to improve technician performance
 
• Record monitoring and call note evaluation results, and provide standard reports as required; ensures adherence to production requirements
 
• Analyze monitoring and call notes results for trending; provide timely feedback and recommendations for training, workflow and process improvements
 
• Recommend additional training programs for continuous improvement
 
• Prepare procedure and work flow aids and documents
 
• Take calls as required
 
• Act as advisor as required
 

 
Skills and Experience Required:
 

 
• Strong technical knowledge in computer diagnostics, networking, wireless and all Windows operating systems
 
• Fluent in Microsoft Access and Excel
 
• Ability to deal with multiple priorities and work at a very detailed level
 
• Clear, accurate and concise communication skills
 
• Ability to work independently to research and analyze data
 
• Ability to coach for performance improvement
 
• Strong logic, listening, verbal and written skills
 

 
How to Apply: Email your resume to jobs805@yahoo.ca with “QA” in the subject field.
 

 
Although we thank all applicants for applying, only those that are selected for an interview will be contacted.
 

More info here.

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