Quality Analysis Consultant

Salary Range: 69000 to 85000 (Currency: CAD) (Pay period: per-year-salary)

A Day in the Life:

• Monitor, review, and score service desk calls, chats, and tickets to evaluate quality based on preset criteria
• Coordinate and facilitate call calibration sessions for service desk staff
• Ensure service desk process and procedures are followed consistently and collaborate with team leads, Site Managers, and customers to address any deviations
• Perform continuous data analysis to monitor and report call-to-ticket ratio, technical accuracy, drive continuous service improvement, elevate customer experience through increasing left shift ticket, remove manual work through automation and LEAN process, customer service performance, and alignment to company policies and procedures
• Develop quality processes, procedures, making recommendations to enhance existing training materials, and provide on-the-job training
• Provide coaching to improve communication skills, problem-solving, and empathy
• Use quality monitoring data management systems to compile and track performance through measurable scorecards at both a team and individual level
• Generate trend reports to forecast monthly call volumes and SLA adherence cutting across all In-scope towers and continue to create efficiencies and quality improvements
• Track quality assurance results, analyze to identify concerns, and provide reports to management recommending improvements as well as participating in implementation

What You Bring:

• 2+ years of industry experience working as a Quality analyst in an IT Service Desk
• Solid understanding of ServiceNow and other tools to assist in monitoring, troubleshooting and performance analysis
• Excellent communication and problem-solving skills with attention to detail
• Knowledge of contact center key performance indicators such as average handle time, talk time, wrap time, hold time, and first level resolution
• Knowledge of net promoter scores (NPS) and impacts (CSAT, DSAT, MSAT)
• Comfortable in a fast-paced environment and ability to collaborate with other team members to develop and enhance deliverables
• Capacity to continuously improve team processes to ensure information is of the highest quality, contributing to the overall effectiveness of the team
• Capability to quickly learn and adapt to new business and technical concepts
• Experience with Microsoft Office, and ServiceNow

What Makes You Extra Awesome:

• Multilingual; English, with Spanish and/or French

Why Work at Long View?

• Great people and culture 
• Career growth – Permanent staff positions, paid training, career life planning, and relocation and travel opportunities
• Interesting work – Be part of exciting projects while accessing all the latest technologies