Serefin Experiences Looking for Analyst, Quality Assurance at Dorval, Quebec Full Time

Who are we?

Serefin Experiences is a young and energetic company delivering exceptional client service. In continuing to build an inclusive workplace where everyone feels valued and appreciated, we are growing our dynamic team by recruiting and retaining the most talented people. Our environment is reflective of our commitment to fostering our corporate values of
Collaboration – We work as one team to delight our customers and build strong relationships, that last.
Integrity – We conduct ourselves with the highest level of honesty and transparency and place a premium on clarity and focus.
Leadership – We are empowered to take the initiative – to proactively deliver on our partners’ unique needs and help drive our company’s growth.
Ownership – We are personally accountable for our actions and, as professionals, are proud to deliver on our commitments.
Creativity – We provide innovative, flexible solutions that lead us, and our partners, into the future.
Community – We value each other and work together to have a positive impact on the world around us.
Fun – We create a culture that attracts great talent, welcomes diversity, and brings enjoyment into the workplace.

What is the opportunity?

Contact Centre quality assurance is the process of observing and analyzing customer service interactions. It is a feedback loop, and it tests for a variety of factors including Customer Service Representative’s (CSR) attitude and telephone etiquette, the effectiveness of the CSR’s problem-solving, and customer satisfaction. This process assures every customer is treated with respect and offered a positive, competent, and timely brand experience. Quality assurance is an important attribute to improving CSR’s performance and elevating the customer experience. The quality of a contact centre is directly related to customer satisfaction and customer retention.
In this strategic role, you are responsible for monitoring CSRs’ contacts and scoring them against standard call flows that have been established for the programs. The main goal is to ensure objectives are being met thereby maintaining operations at an optimal level and improving the overall customer experience. In this exciting and challenging role as a QA, you will use tools such as contact monitoring and audio recording software to evaluate CSRs’ performance metrics and assist upper management by discovering key behaviors, weaknesses, and strengths in the customer experience.
What will you do?

• Develop a comprehensive understanding of company values and mission.
• Following established internal quality assurance standards, guidelines, and procedures, perform individual CSR contact scoring and evaluate customers’ experiences.
• Collaborate with the Operations Manager and Supervisors to share quality performance issues and provide regular reports and actionable insights on overall performance and trends.
• Determine what issue customers are experiencing that requires them to reach out to the Customer Support Centre.
• Meet the expected quota of monitored contacts as outlined by the client and program requirements.
• Advise Operations of any needed customer follow-up and/or issue resolution in a timely manner.
• Participate in client and internal calibration sessions and QA team meetings on an ongoing basis.
• Participate in the design of monitoring formats and quality standards.
• Develop an in-depth understanding of our business, clients, and programs.
• Prepare internal and external quality reports.
• Participate in projects and other duties as may be assigned.

What will you need to succeed?

• Previous experience as an Analyst, Quality Assurance preferred.
• 2+ years experience in a contact centre and/or customer service environment preferred.
• Computer knowledge including advanced Microsoft Office Suite skills, MS Word, and Excel, and strong working knowledge of the internet, mobile, and tablet applications.
• Fluent in professional and conversational English, bilingual preferred (English/French) -written/spoken.
• Proven organizational and time-management skills with the ability to work effectively in a fast-paced, high-volume team environment and meet all deadlines.
• Capable of working both individually and as part of a team.
• A strong understanding of the elements required to deliver outstanding customer service, including empathy, professionalism, active listening, and issue resolution.
• Must successfully complete initial training.

What is your day going to look like?

• Monitor, evaluate and score contacts against program scorecards according to established quality assurance standards and procedural guidelines while meeting the daily scoring quota.
• Collaborate with the Operations team and advise on actionable insights and feedback for continual improvement of the customer experience and to elevate CSRs’ performance levels, individually and as a group.
• Participate in ongoing calibratio