Quality Assurance (Call Centre)
Mercury Attenburg - Toronto, ON

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Our client have positions that are to be responsible for monitoring agent calls and process adherence for the entire Contact Center, providing real time feedback to contact center agents and assisting with Quality Management analysis, metrics, and reporting.

Performs call monitoring and provides trend data to site management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Monitors email customer contacts.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.


Over 3-6 months of call center customer care experience, preferably in a technical environment.
Excellent oral, written and interpersonal communication skills.
Exceptional listening and analytical skills.
Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel).
Intermediate to advanced level of knowledge with Internet technology.
Knowledge of customer care processes and techniques.
Demonstrated ability to work well in a team environment.
Dedication to providing exceptional customer service.

N.B. This is a Junior role- recent High School/College graduates and applicants with limited experience are encouraged to apply as Training will be provided!

If you think that you meet the job description or are motivated to be trained for the role, please apply immediately!