Quality Assurance Analyst (Call Centre)

Quality Assurance Analyst

DUCA is looking for a Quality Assurance Analyst to join our growing Member Connect team! 

Job Purpose & Summary

Reporting to the Director, Member Connect, the Quality Assurance Analyst (QA Analyst) is responsible for assessing the quality of the performance of DUCA’s contact center employees who deal with existing and potential Members. The QA Analyst will monitor inbound and outbound calls and emails responses to assess communication technical accuracy, Member service performance, and conformity to DUCA policies and procedures. The QA Analyst will help develop, create, and implement contact center quality processes and procedures; as well as make recommendation for enhancements to training materials as needed to enhance the overall Member Experience.

Key Accountabilities & Duties

• Performs call monitoring and provides trend data, quality reports, and feedback to Director, Member Connect.
• Reviews email responses to Members and provides trend data, quality reports, and feedback to Director, Member Connect.
• Participates in design of call / email monitoring formats and quality standards.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Participates in Member listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Perform other duties as assigned.

Occupational Experience & Education Requirements

• 2-3 years Call Center Experience.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be self-motivator and self-starter.
• Focus on quality and customer service.
• Exceptional listening and analytical skills.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Creative ability & writing proficiency.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel).

Knowledge, Skills & Attributes

• Excellent listening, verbal, written, and interpersonal communication skills
• Keen attention to detail
• Good judgment and decision-making capabilities
• An effective time manager who can perform in a fast-paced, deadline-oriented environment
• Knowledge of Microsoft Office Suite Products
• Ability to organize, prioritize, adapt to change and work in a fast-paced environment

Working Conditions

• Contact centre environment

Department: Member Connect

Primary Location: Corporate Office - 5255 Yonge Street, North York, ON

Employment Status: Full-time

Hours per Week: 38 hours

Job Grade Level: 3

About DUCA

DUCA exists to help people do more, be more and achieve more with their money and their lives. We’re driven by a co-operative philosophy that puts our Members (and Owners) at the centre of every decision we make, gives them a voice in how we’re run, and rewards them for their loyalty by sharing our profits.

At DUCA, we’re dedicated to creating a positive environment where our employees have growth and development opportunities, a healthy work/life balance, opportunities to give back to the community, and a focus on doing what is right for our Members. DUCA offers a competitive total compensation package including base salary, a short-term incentive (bonus) program, a comprehensive benefits program, pension plan, and employee banking benefits.

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.

Qualified applicants are encouraged to submit their application. Applications must include both a resume and cover letter.

We thank all applicants but only those considered for an interview will be contacted.