Quality Assurance Coordinator Jobs

The Quality Assurance Coordinator will support and work closely with the Supervisor, Quality Assurance to ensure that Quality Assurance objectives are met for the B2C Contact Centre.

The Quality Assurance Coordinator will ensure the company’s Standard Operating Procedures are followed and provide reports on Quality Assurance for all departments in the Contact Center including but not limited to Insurance Sales, Insurance Service, and Customer Success and Administration. The ultimate objective of the Coordinator’s role is to monitor calls and processes, deliver agent coaching, and work with Contact Centre Leadership to ensure our agents are delivering an exceptional customer service experience, with equally high levels of compliance.

Job Duties/Responsibilities:

• Identify trends and ensure consistent delivery/real-time feedback from Quality Assurance Audits to ensure that they are fed back into ongoing Training & Development and Leadership coaching plans.
• Maintain Quality Assurance materials, including but not limited to standard operating procedures, maintenance of Quality Assurance reports and folders/folder accessibility.
• [DS1] Assist with facilitating Quality Assurance Calibrations with Agents for coaching purposes.
• Work with other Quality Assurance Coordinators to ensure monthly targets are met.
• Lead group meetings and training sessions on topics identified by Quality Assurance and management.
• Conduct regular (daily/weekly) effective coaching sessions to review the call evaluations with employees, make suggestions for improvement, motivate, train as necessary, track progress, and report to management the status and progress of each individual.
• Implement and monitor workflows and Standard Operating Procedures for frontline staff though Quality Assurance and within training to ensure adherence and seek ways to improve efficiencies and the customer experience.
• Provide support to Trainers by facilitating and delivering new hire and ad-hoc training for the B2C division where necessary.
• Quality monitoring of Insurance Contact Centre departments.
• Assist with additional call review requests from within the organization where necessary and ensure feedback and identified trends are fed back to the leadership teams.
• Other duties as assigned.
• Maintain consistent, detailed, and factual written and verbal evaluations with employees while keeping comments constructive and positive.

Education/Experience:

• Minimum 2 years call centre experience
• Minimum 1 year at Pethealth Inc. call centre
• Bachelor’s degree or equivalent years of relevant work experience

Required Qualifications :

• Strong Keyboarding and PC skills are required in Windows, Microsoft Office (word, Excel, Powerpoint, Outlook)
• Previous call centre experience
• Superior customer service and sales skills
• Highly organized, detail-oriented and able to effectively prioritize to meet role objectives
• OTL, RIBO license, or CIP
• Above average oral and written communication skills, with strong interpersonal skills
• Highly adaptable and flexible with ability to think critically to make decisions in a fast-paced, dynamic environment
• Able to work independently and take direction

#LI- PT

We thank all candidates for their interest.

If selected for an interview, you will be contacted by email within 7 business days.

Independence Pet Group is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of age, race, religion, disability, gender, sexual orientation or national origin. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

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