Quality Assurance Analyst

Tammy Boyko and Carlan Wilbon are partnering with our Winnipeg based client, to source a detail-oriented and analytical Quality Assurance Analyst. In this role, you will help drive service excellence by monitoring customer interactions, evaluating quality standards, and providing constructive coaching.

Compensation

• Expected salary range is $43,000 - $50,000 per annum, commensurate with experience

Responsibilities

• Monitor and evaluate customer interactions across phone, email, chat, and social media channels.
• Conduct quality assessments using established evaluation criteria and quality standards.
• Provide coaching and constructive feedback to Customer Service Representatives to support performance improvement.
• Prepare and distribute weekly quality assurance reports and coaching documentation.
• Partner with Team Leaders and Operations Managers to identify trends, coaching opportunities, and performance improvement initiatives.
• Participate in internal and client calibration sessions to ensure consistent quality scoring.
• Investigate escalated customer issues and assist in identifying root causes and solutions.
• Provide floor support when required, including handling customer interactions.
• Identify process, scripting, or knowledge gaps and communicate recommendations to the appropriate teams.
• Share important client and company communications with customer service teams.

Qualifications

• High school diploma or equivalent required.
• Minimum 6 months to 1 year of customer service or contact centre leadership experience.
• Previous Quality Assurance experience in a contact centre environment is considered a strong asset.
• Experience monitoring KPIs, improving team performance and or handling escalated calls.
• Proficient with Microsoft Office, including Excel and Word.
• Strong verbal and written communication skills with excellent attention to detail.
• Excellent organizational, analytical, and time management abilities.
• Ability to evaluate interactions objectively and provide fair, consistent feedback.
• Strong problem-solving skills and the ability to coach others in a positive, supportive manner.
• Comfortable working in a fast-paced, high-volume environment while managing multiple priorities.
• Ability to build positive working relationships with employees at all levels of the organization.
• Flexible to work rotating shifts, including mornings, afternoons, evenings, weekends, and holidays as required.
• Criminal background check is required. 

At Aplin - together with our brands CompuStaff, Impact Recruitment, and Vantix Systems - we connect great people with great organizations across North America. We believe diverse teams build stronger companies, and we welcome applicants from all backgrounds, experiences, and perspectives. We use AI tools to assist in a fair and efficient matching process, helping our recruiters connect the right people with the right opportunities. To be considered, applicants must be legally entitled to work in Canada, including holding any required permits. Our recruitment services are always free for job seekers. Accommodation is available upon request throughout all stages of the recruitment process.