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Added 2 hours ago
SH
Sr Financial Analyst - Strategy & Portfolio Management
Siemens Healthineers
Ottawa, ON
- Full-time
The Senior Financial Analyst role in Siemens Healthcare Point of Care will initiate, execute and evaluate effectiveness of planning, analysis and reporting activities within the business…
Added 8 hours ago
C
Analyst, HR Service Center, Benefits and Absences
Couche-Tard
Laval, QC
- Full-time
…offices. We make journeys easier by offering fast and friendly service. We care about our people and our communities, and we look for ways to uplift people first. Wherever your journey’s…
Added 14 hours ago
CK
Analyst, HR Service Center, Benefits and Absences
Circle K
Laval, QC
- Full-time
…offices. We make journeys easier by offering fast and friendly service. We care about our people and our communities, and we look for ways to uplift people first. Wherever your journey’s…
Added 17 hours ago
E
Support Center Analyst I Position
eSentire
Waterloo, ON
- $65,000 to $75,000 CAD / year
- Full-time
This role will report to the Manager, Support Center within our Support Operations
Added 17 hours ago
Support Center Analyst I
eSentire
Waterloo, ON
This role will report to the Manager, Support Center within our Support Operations
Added 2 days ago
M
Winter Co-op 2027 - Knowledge Analyst
Manulife
Waterloo, ON
- Full-time
At Manulife John Hancock, we believe in investing in the future, starting with you. Our Knowledge Analyst Winter Co-op is your launchpad to success, offering the support, structure, and…
Added 3 days ago
E
HR Service Center Analyst
Extendicare
Markham, ON · Extendicare (Canada) Inc (Steeles Ave.)
- Full-time
Reporting to the Senior Manager, Employee Service Centre, the HR Service Centre Analyst serves as the first point of contact for employees and managers seeking support on a broad range of…
Added 3 days ago
I
Quality Assurance Analyst
IntouchCX
Winnipeg, MB
- Full-time
We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating…
Added 5 days ago
A
Loan Administrator / Loan Operations Analyst
Astek
Montreal, QC
- Full-time
Régime d'assurances collectives avantageux incluant service de télémédecine et programme d'aide aux employés (PAE)
Added 5 days ago
RP
Financial Analyst, AR and Revenue (Contract)
Resource Productivity and Recovery Authority
Toronto, ON
- Contract
…creation, categorization, follow-up and closure within established service standards, and respond to Registrant calls through the finance contact center (Amazon…
Added 6 days ago
GIS Analyst
Town of Orangeville Human Resources
Orangeville, ON
…30,000 residents and is the largest urban community and regional service centre within the County of Dufferin. Orangeville is a great place to raise a family, with an excellent quality of…
Added 7 days ago
SH
IT - Support Analyst 1, Revelstoke
Sandman Hotel Group
Revelstoke, BC
- Full-time
Excellent customer service and communication skills.
Added 7 days ago
IT - Support Analyst 1, Revelstoke
Northland Properties
Revelstoke, BC
Excellent customer service and communication skills.
Added 7 days ago
IT - Support Analyst 1, Revelstoke
Northland Properties
Revelstoke, BC
Excellent customer service and communication skills.
Added 7 days ago
CI
Student Intern, Customer Material Pricing Analyst
Celestica International LP
Toronto, ON
- $23 to $30 CAD / hour
…management and platform solutions, Celestica enables critical data center infrastructure for AI, cloud, and hybrid cloud and advances technologies in high-growth markets. Working with the…
Added 12 days ago
M
Senior Workday Integration Analyst
Medavie
Toronto, ON · Montreal, QC · ON · NB · NS · PE · NL · MBC ON Local Office Etobicoke
- Full-time
We are seeking a Senior Workday Integrations Analyst to join our Workday HR Technology team and support the design, development, implementation, and maintenance of Workday integrations.…
Added 12 days ago
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Analyste livraison aux clients détaillants - Analyst - Retail
NielsenIQ
Montreal, QC
- Full-time
As an Analyst, working with a team environment, you will assist in providing analytical insights to NielsenIQ's Retailer clients through the preparation of data summaries and special…
Added 12 days ago
N
Analyste livraison aux clients détaillants - Analyst - Retail
NielsenIQ
Montreal, QC
- Full-time
As an Analyst, working with a team environment, you will assist in providing analytical insights to NielsenIQ's Retailer clients through the preparation of data summaries and special…
Added 13 days ago
TH
Systems Analyst III
TELUS Health
Toronto, ON
- Full-time
Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center…
Added 14 days ago
EO
Infrastructure Analyst
Elections Ontario
Toronto, ON · North York, ON
- Temporary
The Information Technology and Digital Solutions division of Elections Ontario is seeking an experienced IT professional to fill the role of Infrastructure Analyst.
Added 17 days ago
S
Functional Analyst, HRMS
Stantec
Edmonton, AB
- Full-time
As a Functional Analyst, you will collaborate with technical analysts and end-users to resolve tier 1 and tier 2 incidents/problems, perform regular and on-demand service delivery…
Added 18 days ago
Microsoft Consultant
eSentire
Canada
…Response for Microsoft Defender for Identity and Cloud Apps) service…
Added 19 days ago
CT
Senior Business Analyst, Workday HCM
Canadian Tire Corporation
Calgary, AB · Mississauga, ON · Oakville, ON · Toronto, ON
- Full-time
Reporting to the Chapter Manager, Workday & HR Platforms, the Senior Business Analyst, Workday, as a functional lead you will be responsible our Workday Security and Workday Integrations.…
Added 21 days ago
Payroll Analyst (12 Month Contract)
Softchoice
Toronto, ON
…transformation. This includes access to WWT’s Advanced Technology Center (ATC), a collaborative ecosystem featuring state-of-the-art hardware and software that enables customers and…
Added 20 days ago
A
Analyste d'affaires
Astek
Montreal, QC
- Full-time
Régime d'assurances collectives avantageux incluant service de télémédecine et programme d'aide aux employés (PAE)

IntouchCX

Quality Assurance Analyst

Winnipeg, MB, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 1, 2026
Posting language: English
Posted: Oct 2, 2026

Original job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

We’re changing the way people think about customer service, and we need your help!

We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.

As Quality Assurance Analyst, You Will…

Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
Complete Quality Assurance and coaching session reports on a weekly basis
Provide floor support, which can include actively taking phone calls
Attend and participate in meetings with supervisors and managers to review monitoring lists
Attend and participate in partner and internal calibration meetings
Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
Report scripting problems or questions from callers to appropriate departments
Distribute partner and company related correspondence to all CSRs/Tier 2 team members
Perform other duties as assigned

As Quality Assurance Analyst, You Have…

High school diploma or equivalent (required)
1 year of front-line contact center experience (preferred)
1-2 years of Quality Assurance experience (preferred)
Intermediate knowledge of MS Excel, MS Word and MS Office (required)
Ability to type 30 wpm minimum with accuracy
Strong verbal and written communication skills, including spelling and grammar
Excellent organizational and time management skills
Ability to make fair and consistent judgments and decisions
Ability to multi-task under high-pressure situations
Ability to solve problems and offer suggestions in a positive and developmental manner
Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
Ability to perform basic mathematical functions to ensure scoring accuracy
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Availability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required

IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to hr@intouchcx.com for review and validation.

Benefits of Working as a Quality Assurance Analyst…

Industry-leading medical, vision, and dental benefit plans + paid time off benefits
Amazing career growth opportunities

Apply About employer

More about this job

Responsibilities

Monitor and evaluate customer service and Tier 2 interactions across voice, email, chat, and social channels, and coach team members on service quality and procedural compliance. Document quality reviews, support escalations and calibrations, provide floor support, and communicate scripting issues and company updates to relevant teams.

Requirements

A high school diploma or equivalent is required, along with intermediate Microsoft Office skills, accurate typing of at least 30 words per minute, and strong communication, organizational, and problem-solving abilities. Contact center experience and one to two years of quality assurance experience are preferred; candidates must also be available for varied shifts, including holidays.

Skills

Quality Assurance
Coaching
Contact Center Experience
Customer Service
Voice, Email, Chat, And Social Contact Evaluation
Microsoft Excel
Microsoft Word
Microsoft Office
Written Communication
Verbal Communication
Organization
Time Management
Decision-Making
Multitasking
Problem-Solving
Active Listening

Benefits

Medical Benefits
Vision Benefits
Dental Benefits
Paid Time Off
Career Growth Opportunities

Visa sponsorship

Not detected in the job text

Keywords

Quality Assurance
Customer Service
Contact Center
Customer Service Representatives
Tier 2 Teams
Voice
Email
Chat
Social Media
Quality Monitoring
Coaching
Quality Assurance Reports
Floor Support
Calibration Meetings
Escalation Research
Scripting
Microsoft Excel
Microsoft Word
Microsoft Office
Typing
Call Scoring
Service Procedures
Performance Evaluation
Partner Communications

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