QA Analyst (Call Centre)

The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Callforce customer’s experience.

Experience and skills required:

• 2-3 years experience in a similar role


• Excellent verbal, written and interpersonal communication skills


• Outstanding customer service skills and dedication to providing exceptional customer care


• Must be self-motivator and self-starter


• Focus on quality and c...