Position Description
Job Title: Bi-lingual Quality Analyst
Job Code: NAQA01252013
Location: St. Catherines
Category: QA
Total Positions: 1
Start Date: Immediate
Job Description: Transcom is looking for a French/English Bi-lingual Quality Analyst for our location in St. Catharines, ON. This is a great opportunity for a high-energy, results focused professional looking for a challenge within a fast-paced environment.

The Quality Analyst reports to the Training and Quality Manager. In this role you will provide feedback, in a positive and professional manner, and provide recommendations for campaign process improvements to facilitate improvements in call quality. You will be responsible for escalating defined issues via the Quality Escalation process, conducting oneself in a positive and professional manner and continuously strive to improve effectiveness, efficiency and add value to Transcom as a whole.


The primary objective of a Quality Analyst is to analyse and report data from all available sources and provide recommendation on how to drive quality improvement and meet the client’s objectives. The Quality Analyst will also be required to deliver client specific quality training.
The Quality Analyst will focus attention on the Quality team assigned to them to ensure accuracy, productivity, and achievement of monitoring targets.

Qualifications and Experience

Excellent Bilingual (French/English) Communication skills, both spoken and written
Prior experience in training and/or quality in a call centre environment. Preference will be given to applicants with 3rd party experience
A strong track record of effective team and customer relationship management with a focus on teamwork and respect
Flexible, versatile and thrives in a changing work environment
Past Supervisory experience is an asset
Superior Customer Service Skills and attention to details
Superior listening skills to audit calls
Excellent communication skills, both spoken and written
Superior time management
Working Knowledge of MS Word and Excel
Ability to analyze raw data for patterns and outliers
Ability to produce reports
Good judgment to recognize potentials on the program for improvement
Superior analytical and problem solving skills

People Management: No
Salary: To be determined
Employment Type: Full Time
Experience: 1-2 Years Experience
Education: High School or equivalent
Travel: -NA-
CONTACT DETAILS: Interested in this position?
If so, please send your CV by email to the following address or just click 'Apply Online' link.
  Name      : Careers
Email      :
Phone     : +1 877 637 2615
  Interested applicants please forward your resume, with the position "NAQA01252013" in the subject line to:

Posted on: 24-1-2013

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