Brandt is currently seeking a Quality Assessment Representative for our Regina Location. The Quality Assessment Representative is responsible for monitoring and assessing call quality to support customer experience goals within the Contact Center. This role provides actionable feedback, supports issue resolution, and drives continuous improvement initiatives.
DUTIES & RESPONSIBILITIES INCLUDE BUT NOT LIMITED TO:
- Deliver contact center experience goals by observing and assessing parts and reception calls to ensure high service standards.
- Conduct regular and ad hoc call audits to identify best practices and improvement areas, driving consistent service quality.
- Achieve monthly quality assessment targets for call monitoring and customer experience metrics.
- Provide timely, constructive feedback to representatives and leadership to support performance improvement and customer satisfaction.
- Recommend corrective actions based on call evaluations and trends to improve representative effectiveness and consistency.
- Take ownership of customer opportunities to ensure issues are addressed promptly and thoroughly.
- Assist in resolving escalations and complaints from customers and branches, supporting frontline teams as needed.
- Demonstrate adaptability and flexibility by performing additional tasks within the Customer Support Center to meet business needs.
- Drive continuous improvement initiatives by identifying process gaps and recommending enhancements to the customer experience.
- Conduct research and analysis of customer interactions to accelerate positive outcomes and streamline service delivery.
- Stay informed on customer service trends by reviewing call center data, branch feedback, and industry best practices.
- Other duties as assigned.
QUALIFICATIONS/REQUIREMENTS:
- Possess strong communication skills to convey information clearly with executive leadership and colleagues.
- Previous experience supporting customer service quality initiatives.
- Ability to compose clear, professional correspondence including memos, letters, and emails.
- Strong organizational skills with the ability to manage multiple tasks and projects effectively, meeting deadlines in a fast-paced environment.
- Strong attention to detail to ensure accuracy and consistency.
- Proficient in Microsoft Office.
- Bilingual (English and French) considered an asset.
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