Responsibilities

• Drive quality consistency and operational integrity by reviewing customer interactions to assess compliance, risk, and quality standards.
• Apply strong judgment in ambiguous or edge-case scenarios, ensuring adherence to quality protocols.
• Lead and contribute to calibration efforts, enhancing fairness, alignment, and consistency across quality evaluations.
• Deliver behavior-based quality insights by providing thoughtful, actionable feedback on customer interactions.
• Identify strengths and opportunities for improvement within team performance, leveraging insights to foster continuous development.
• Collaborate with cross-functional teams to translate quality insights into meaningful improvements in customer experience.
• Utilize AI-assisted analysis tools to better understand customer interactions at scale, facilitating data-driven decision-making.
• Support compliance and integrity initiatives, ensuring alignment with company policies and industry standards.

Requirements

• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience in customer support quality assurance or a related field.
• Strong analytical skills with the ability to interpret data and translate it into actionable insights.
• Excellent communication skills, both written and verbal, with a focus on delivering constructive feedback.
• Experience with AI tools and technology in quality analysis is a plus.
• Ability to work collaboratively in a remote environment, fostering teamwork and open communication.
• Strong problem-solving skills and a proactive approach to identifying opportunities for improvement.

Benefits

• Competitive salary and performance-based bonuses.
• Flexible working hours and the opportunity to work remotely from anywhere in Canada, Ireland, or the USA.
• Comprehensive health and wellness benefits.
• Professional development opportunities to enhance your skills and career growth.
• Supportive and inclusive company culture that values diversity.
• Access to the latest technology and tools to succeed in your role.
• Engaging team events and activities to foster connection and collaboration.