MQO Research Looking for QA/Supervisor at St. John’s, NL Full Time

MQO Research, a full service market research firm with offices across Atlantic Canada, is looking for a QA/Supervisor to assist in the management of our call centre.

If you’re great with people and at multi-tasking, you’re also supremely organized and analytically keen, and you’ve got experience managing large teams, then have we got a perfect position for you! QA/Supervisor! In this role you will help to administer and support the field work at our market research call centre where we conduct telephone surveys for clients across Atlantic Canada. Your responsibilities will include supervising Survey Interviewers and overseeing quality control procedures.

This position will primarily involve quality assurance monitoring and supervision of data collection at our call centre, including:

• Working with the Call Centre Management to oversee, organize and coordinate the work of interviewers, quality assurance staff and supervisor.
• Live monitoring of field agents to check the quality of survey conduction and ensure data integrity.
• Providing coaching and feedback to interviewing staff based on performance metrics, quality goals and project targets.
• Hands on supervision of up to 35 interviewing staff.
• Overseeing effective and efficient real-time management of survey files.
• Running productivity, quality and attendance reports.
• Assigning available interviewing staff to projects using performance related data to ensure efficiency on each survey file.
• Motivating and encouraging call centre staff, contributing to the morale of the workplace.
• Assigning available Quality/Support staff to ensure that operational standards and project specific requirements are met.
• Handling any questions or concerns posed by staff or the survey participants.
• Coding of open-ended verbatim responses.

Qualifications

• Flexible schedule – work on evenings and/or weekends will be required with weekend availability a priority.
• Previous call centre experience and/or supervising/leading large teams.
• Team player.
• Ability to manage multiple project deadlines and tasks.
• Strong interpersonal, people management and communication skills.
• Knowledge and understanding of software programs such as Microsoft Office.
• Excellent problem solving and analytical skills.
• Bilingual capability considered an asset.

Salary: starting at $16.50 per hour

As part of Group m5, MQO Research is at the forefront of marketing research in Atlantic Canada with research professionals in St. John’s, Moncton and Halifax. This position is a remote, work from home position and is being offered on a part time, permanent basis.

E-mail your application, with the subject “QA/Supervisor”, to [email protected] by April 6th, 2023. For further information on MQO, please visit our web site at www.mqoresearch.com