Service/Contact Center Qa Analyst (Work From Home) - Permanent (Based In Canada)

Please note this is not an IT-related QA, it is a Contact Center/Service Center QA Analyst focused on communication/process (calls, emails) monitoring and evaluating returns transactions and customer calls handled by representatives.
The QA Analyst will provide reporting and analytical support to ensure all service-level requirements are met and manage daily operations. The role includes monitoring to ensure return transactions are processed timely and comply with compliance requirements. The QA Analyst will also identify process improvement opportunities in addition to training and developmental needs on both an individual and collective level.
Please apply with your resume in English. This position must master English language skills verbally and written because it reports to stakeholders, managers and clients outside of Quebec where the environment requires communications in English.
Please be aware we can only hire people already based in Canada with fully legal and valid documentation to work in Canada (PR, Work Permit, or Citizen with valid SIN). If you do not meet the requirements please do not apply.
Conditions:

• Fully remote and stable position
• Employment: Permanent full-time, 100% remote
• Full training is provided and dozens of E-Learning courses available
• Vacation: 3 weeks (2 weeks paid vacations + 1 week flexible time off)
• Benefits: Medical, Dental and Life Insurance
• Salary: 26$CAD/hour + Health benefits
• Shifts: Monday to Friday - 8AM to 5PM EST

Requirements:

• Demonstrated experience in a call center/customer service environment
• Strong organizational skills and ability to multi-task in a fast-paced environment
• Strong Communication skills (written and verbal). Maintains high standard in all forms of communication, including email. Can prepare and present information for a diverse audience including customers, management, and outside vendors.
• BS/BA Degree
• 3+ years experience in business in a customer/account support function
• Operations experience monitoring financial compliance controls
• Demonstrated critical thinking skills
• Reporting/analytical skills
• Demonstrated quality and training experience
• SAP and Salesforce experience
• Strong proficiency in Microsoft Office applications

Preferred qualifications:

• MBA and/or advanced business degree or equivalent
• Experience with risk management, managing high impact, compliance driven processes
• Proficiency in coaching using positive, constructive feedback techniques
• Experience with process improvement methodologies (e.g. BPI, Lean Sigma, etc.)
• Experience in pharma industry

Position Summary:

• Drive and implement system enhancements and business process improvements to create efficiencies, mitigate risk, and/or improve the customer experience
• Ensure training and coaching sessions with the Service Center Representatives are performed on a regular basis by tracking and trending representative’s performance.
• Identify industry standards and best practices for customer support/contact center services and manage team activities with the goal of providing best in class services.
• Suggest improvements in procedures to management based on analysis of call monitoring/audit results as well as comparison with internal and external benchmarks.
• Identify and assist Service Center management in the resolution of critical quality issues as observed through call observations/audits.
• Manage, in collaboration with GSK and ASI management, monitoring and evaluations of returns transactions and customer calls handled by representatives to ensure the highest level of quality and adherence to policies and procedures with every transaction or interaction.
• Responsibility for Level 1 monitoring for returns to ensure accurate execution and to manage and mitigate key risk areas.
• Provide ASI and GSK Management with quality performance data for performance reviews of Representatives.
• Responsible for engaging in calibration sessions with Service Center management and to discuss quality issues and maintain objectivity of monitoring assessments.
• Monitor team performance metrics to ensure key performance indicator (KPI) targets are maintained and reported through visual controls and scorecards.