Quality Assurance/Quality Control Specialist

What we will offer you: Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.

Opportunity: A continuous focus on professional development with many opportunities for training & career growth.

Health & Wellness: Competitive health benefits right from the start including health & wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidential counseling, mental health support, and various resources to help you navigate life’s challenges.

Competitive Compensation: We offer a highly competitive salary package, ensuring that your hard work and dedication are recognized and rewarded accordingly.

Flexibility: We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.

Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.

Safety Focused: We care about you and have committed to a zero-harm workplace.

Reporting to the North American Quality Manager, the Quality Analyst is responsible for monitoring and evaluating Customer Service performance and ensuring compliance with quality standards, policies, and procedures, thereby ensuring a high level of consistency in the delivery of a best-in-class customer experience. In addition, this position is responsible for providing specific feedback to individuals in order to foster continuous employee development and optimal alignment with Superior Propane’s vision, mission, values, and goals.

The Quality Analyst is also responsible for identifying and recommending quality improvement strategies for the Customer Experience area. This is accomplished through identifying trends and opportunities for continuous improvement and providing recommendations to the Customer Experience leadership team. As the position deals with highly sensitive employee performance information, the Quality Analyst is expected to act diplomatically and professionally and maintain employee performance confidentiality at all times.

What you'll do:Management:

1. Perform Quality monitoring and evaluation for all contact centre teams (Sales, Customer Service, Change of Ownership, Customer Care, and Back Office Administration), voice and non-voice processes

2. Monitor customer calls/e-mails/chats for conformance to guidelines, procedures, proper voice inflection, customer experience, systems usage, and fraudulent activity

3. Provide specific and targeted agent and employee feedback to supervisors to facilitate developmental coaching for the agents to enable them to reach their optimal performance

4. Provide data insights, opportunities/gaps with recommended improvement plans and strategies regularly

5. Recommend improvement to processes, either from own perspective or by passing on feedback from agents

6. Coordinate and participate in call calibration sessions with supervisors and agents to ensure agreement and alignment with quality assessment practices

7. Participate in the design and continuous improvement of monitoring formats and quality standards

8. Collaborate with the Manager on the continual enhancement of the training curriculum and performance measurement tools

9. Actively support the team with data to drive improvements in the department's overall performance

Administration:

1. Use the Quality management system to critically analyze available data to identify trends and/or issues impacting the customer experience or operational performance at the individual and team level

2. Monitor the quality of all contact types with customers

3. Prepare statistical reporting for Leadership to communicate Contact Centre performance and identify performance gaps

4. Participate in customer and client listening programs to identify customer needs and expectations

5. Prepare and analyze internal and external quality reports for management staff review

What you bring:

- Minimum of one (1) year in the Customer Experience Contact Centre, in a customer-facing role

- Outstanding customer service skills and dedication to providing a best-in-class customer experience

- Demonstrate a commitment to continuous quality improvement

- Must be able to effectively deal professionally with a diverse group of people at all levels, including Agents, Trainers, Contact Centre Management, and subject matter experts

- Must be self-motivated and a self-starter

- Solid time management skills, keen attention to detail

- Excellent judgment and decision-making capabilities

- Ability to work with remote sites

- Excellent listening, communication (oral and written), and analytical skills

- Ability to multitask and successfully operate in a fast-paced, team environment, with the ability to adapt to frequently changing priorities

- Results-driven - must meet or exceed established performance metrics

- Previous experience with QA software and solutions (Avaya, Calabrio etc.)

- Proficient in Microsoft Word and Excel

- Other responsibilities, activities, and assignments as required

- Proficiency in French and English Communication (Verbal and Written) is required

Superior Propane is Canada’s leading and reliable propane provider. Customers have trusted the experts at Superior to fuel their homes and businesses since 1951. Customer Focus, Performance, Safety, and Winning with People are the four key values that are the foundation of everything that we do.

"Here at Superior Propane we are an equal opportunity employer committed to the inclusion and accommodation of all individuals. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at aoda_hr@superiorpropane.com to let us know how we can enhance your experience."