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Added 1 hour ago
LC
Analyst, Master Data
Loblaw Companies Limited
Toronto, ON
- Full-time
Article Analyst, Data Operations, Brampton, ON
Added 1 hour ago
SM
Business Analyst – Senior - RQ11545
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a Senior Business Analyst to work as part of the Project Management & Program Delivery project team. The successful candidate will collaborate with the core project team,…
Added 1 hour ago
SM
Business Analyst – Senior - RQ11545
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a Senior Business Analyst to work as part of the Project Management & Program Delivery project team. The successful candidate will collaborate with the core project team,…
Added 1 hour ago
SI
Data Analyst
Spait Infotech
Canada
- Full-time
Perform data validation and quality checks to ensure accuracy.
Added 1 hour ago
R
Desktop Publisher
RBC
Toronto, ON
- Full-time
Liaison between Publishing, analyst teams and SAs to ensure the product is completed in a timely manner.
Added 1 hour ago
R
Analyst II, QC Microbiology (18-month Fixed-Term Contract)
Resilience
Mississauga, ON · CAN - ON - Mississauga - Meadowpine Blvd
- Full-time
The Analyst II, QC Microbiology reports to the QC Supervisor, supporting QC Microbiology operations. This position requires working in Controlled/Non-Classified and Classified areas. The…
Added 1 hour ago
R
Senior Analyst, QC Compliance
Resilience
Mississauga, ON · CAN - ON - Mississauga - Meadowpine Blvd
- Full-time
The Senior Analyst, QC Compliance is responsible for supporting and maintaining compliance activities to ensure adherence to GMPs, regulatory requirements, and internal quality systems.…
Added 4 hours ago
CC
Business Analyst - Senior(Senior BA L3 | Must-Have: Agile/Scrum, UX/UI, Wireframing, WCAG 2.1, JIRA/Azure DevOps | Eval: Tech (40%), People (30%), Analytical (30%))
CCI- Computer Consultants International, Inc.
Toronto, ON
- Contract
The Ministry is seeking the services of one (1) Senior Business Analyst, Level 3 to work as part of the Project Management & Program Delivery project team in collaboration with the core…
Added 5 hours ago
NG
information technology (IT) business analyst
National Grating Inc.
West Kelowna, BC
- Full-time
Conduct reviews to assess quality assurance practices, software products and information systems
Added 5 hours ago
NB
Senior Analyst Estates advisory
National Bank of Canada
Toronto, ON
- Full-time
A career as a Senior Analyst, Estates advisory in the Risk team at National Bank Independent Network (NBIN) means acting as a specialist in estate administration and advisory services. In…
Added 6 hours ago
Quantitative Equity Analyst Intern
CCLIM - Quantitative Equity
Vancouver, BC
Self-Starter – You are motivated and willing to take personal accountability for quality and timeliness of work.
Added 6 hours ago
EI
Analyste commercial
Emplo Inc.
Gatineau, QC
- Full-time
…assist clients in the definition of their projects. The Business Analyst will focus on needs and processes and will work with teams of experts to develop solutions. This person will also be…
Added 6 hours ago
T
Senior Business Analyst – Data Management & Enablement
TD
Toronto, ON
- Full-time
The Senior Business Analyst supports enterprise data management initiatives through data literacy, persona management, communications, reporting, and adoption activities. Working closely…
Added 6 hours ago
T
Senior Salesforce Analyst, Marketing Delivery
TD
Toronto, ON
- Full-time
Growth Marketing supports TD Bank Group’s central marketing function with high-quality, innovative, and insight-driven solutions that help build value for customers and shareholders. As a…
Added 7 hours ago
MF
Senior Portfolio Analyst
Mackenzie Financial Corporation
Toronto, ON · Greater Toronto Area, ON
- Other
Reporting to the Director, Portfolio Analytics, the Senior Portfolio Analyst will be a key contributor on the team responsible for delivering timely, accurate and scalable portfolio…
Added 7 hours ago
CI
Analyst, Early Investor Program (September 2027)
CPP Investments | Investissements RPC
Toronto, ON
- Full-time
Join CPP Investments as an Analyst in our Early Investor Program, a full-time opportunity designed for exceptional new graduates to launch their career at a leading global investment…
Added 7 hours ago
R
VP of Marketing Operations
Revun
Vaughan, ON
- Internship
Improve lead quality, demo requests, sales-qualified opportunities, conversion, acquisition cost, and marketing-sourced pipeline
Added 7 hours ago
NE
Junior Business Data Analyst - Winter 2027 Co-op
Nexus Energy
Toronto, ON
- Volunteer
Help improve data quality, operational controls, and the reliability of business-critical workflows.
Added 7 hours ago
DF
Business Analyst II - Senior Pharmacy Operations
Decisive Farming by TELUS Agriculture
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
…technology and exceptional customer support. As a Business Analyst II on our Pharmacy Customer Support team, you'll be the trusted expert helping pharmacy clients maximize the value of…
Added 7 hours ago
B
Associate Director, Investment Platform (Contract)
BMO
Toronto, ON · FCP
- Full-time
…successful outcomes on time, within budget, and in accordance with quality standards. Proactively identifies and mitigates execution, business, and implementation risks to achieve desired…
Added 8 hours ago
HH
Senior Financial Analyst, Financial Services & Special Projects
Halton Healthcare
Oakville, ON
- Full-time
Halton Healthcare takes great pride in providing quality, compassionate healthcare services to our rapidly growing communities of Oakville, Milton and Halton Hills. As a progressive and…
Added 8 hours ago
CP
Lab Analyst
Catalent Pharma Solutions
Strathroy, ON · CAN-Strathroy Ontario
- Full-time
We have an opportunity for a Lab Analyst to join our team. In this role, you will coordinate and perform laboratory activities, including analysis of raw materials, finished products, and…
Added 9 hours ago
TM
Operational Excellence Analyst
Toyota Motor Corporation
Toyota Credit Canada Inc - Head Office
- Full-time
TFS is offering a permanent position for an Operational Excellence Analyst within the Business Innovation Department. The Analyst is responsible for supporting continuous improvement…
Added 9 hours ago
TM
Senior Fraud & AML Analyst
Toyota Motor Corporation
Toyota Credit Canada Inc - Head Office
- Full-time
…for our technological leadership and superior standards of quality, continuous improvement and environmental…
Added 9 hours ago
QP
Manager, AI Delivery
QuadReal Property Group
Calgary, AB · Vancouver, BC · Toronto, ON
- Full-time
…single point of accountability for what ships, when, at what quality, and whether the business got the value it was…

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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