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Connect6 Group

Data Quality Analyst

📍
Toronto, Ontario, Canada
🧪
Entry level
Job Description

THIS IS NOT A REMOTE POSITION.

Connect6 Group is looking to add to our expanding team! We are currently looking for a Data analyst who will be working alongside our newest client TELUS, a leading wireless services provider, and will be responsible for enforcing quality control in order to maintain company standards.

What sets Connect6 Group apart from other organizations is our commitment to providing numerous opportunities for career growth and advancement, as we follow a “promote from within” mentality. Our commitment to continuous coaching and training allows our employees to reach their full potential.

We are looking for an experienced and self-driven Data Analyst to join our Call Center team. As a Data Analyst you will be responsible for communicating expectations to employees and providing coaching and corrective actions when needed. Additionally, the Data Analyst will be responsible for monitoring calls for the Quebec team from our office in Toronto to ensure compliance with company quality standards on all contact channels while monitoring key performance metrics to improve call quality.

RESPONSIBILITIES:

  • Key player in implementation and management of the Call Center Quality Management System
  • Support Call Center Representative through Internal Audits
  • Audit checklists of the call center call flow
  • Assure the checklists that allow staff to communicate transparent expectations of call flow and desired results
  • Evaluate performance, recommend solutions to improve the performance of the Call Center Representatives
  • Audit your call center performance and find areas where the team can improve
  • Handle customer complaints and resolutions
  • Review product certifications and maintain records
  • Performs monitors of customer care email responses.
  • 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.

REQUIREMENTS:

  • Minimum 2 years of Quality Assurance experience in a call center environment
  • Bachelor Degree a plus
  • Excellent verbal, written and interpersonal communication skills;
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Focus on quality and customer service;
  • Exceptional listening and analytical skills;
  • Solid time management skills;
  • Must be able to effectively deal with people at all levels inside and outside of the Company
  • Ability to multitask and successfully operate in a fast paced, team environment;
  • Must adapt well to change and successfully set and adjust priorities as needed;
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel);

Compensation:

  • $23/hour

How Connect6 Group values you:

  • Health Benefits, fully funded by Connect6, once past three months of employment
  • To help you start your career, an opportunity to earn bonuses up to $600 in the first three months
  • Opportunities to increase base pay by achieving set targets
  • Discounts on products and services depending on the program you work with
  • We value your time our office by creating comfortable environment

Why work at Connect6 Group?

  • World class training provided by tenured sales professionals
  • 1on1 coaching to hone your skills grow your career
  • Promote from within mentality
  • Be apart of a fast-growing company

We thank all applicants for their interest, however only those candidates selected for interviews will be contacted.

Connect6 Group welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Company Description

Connect6 Group is an expanding marketing agency that works with some of Canada's most well known brands: Air Miles, Longo's, Cogeco, Hyundai and Canadian Tire. Our main goal is to attract top talent to our clients while also providing our employees with opportunities to grow within our company. With our humble beginnings as a small company in the Georgian Bay area we have, with the incredible work of our sales representatives, we have expanded our recruitment efforts into Alberta, Quebec, and most of Eastern Canada!

Connect6 Group is an expanding marketing agency that works with some of Canada's most well known brands: Air Miles, Longo's, Cogeco, Hyundai and Canadian Tire. Our main goal is to attract top talent to our clients while also providing our employees with opportunities to grow within our company. With our humble beginnings as a small company in the Georgian Bay area we have, with the incredible work of our sales representatives, we have expanded our recruitment efforts into Alberta, Quebec, and most of Eastern Canada!

Key informations

🧳
Full-time
📅
Posted 7 days ago

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