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Analyst Quality Assurance

Brantford, ON

  • To be discussed
  • Full time
  • Add to favorites
  • As soon as possible

Posting End Date:

April 08, 2022

Employee Type:

Regular-Full time

Union/Non:

This is a non-union position

Mandatory COVID-19 Vaccine or Testing

COVID-19 Measures: Throughout the pandemic, Enbridge has had to make important decisions that impact our team members, and we have done so by keeping the safety of our workforce our first priority. All employees must comply with the Company’s COVID-19 Vaccine and Testing Policy which requires employees to provide proof of full vaccination against COVID-19 or undergo COVID-19 testing per Company direction.

Our Customer Care department is looking for a Quality Assurance Analyst!

This role primarily focuses on enhancing and improving the customer experience while operating in a highly collaborative and supportive environment.

As an Analyst, you will review customer calls, processes, and provide support to the contact centre, including team leads and customer service representatives. You will also work on ad hoc initiatives including investigations, analytics and reporting to address key customer trends.

Our ideal candidate excels at team work, has a solid understanding of internal business processes, embraces and enjoys change and thinks analytically and progressively. If this sounds like you, apply today!

What You Will Do:

 

  Based on established quotes, monitor and evaluate randomly selected calls, internet, predictive dialer and offline transactions using quality assurance models and technology.

  Apply quality standards in a fair and consistent manner for all contact centre representatives.

  Identify emerging or reoccurring quality issues.

  Support the assessment and reporting of Quality Assurance (QA) results.

  Participate in the creation of quality assurance policies, procedures and metrics.

  Prepare and/or participate in regular calibration exercises.

  Develop and support communications to improve Contact Centre delivery.

  Support and/or conduct quality or process training, as required.

Who You Are:

 

You will have the following combination of education and experience:

 

  A related university or college degree preferably in Business with a minimum of 2 - 3 years of customer care experience or a combination of related certification and a minimum of 5 years directly related experience.

  In-depth knowledge and experience with SAP CIS.

  Demonstrated excellence in customer service and interpersonal skills with an ability to develop and manage client relationships.

  Strong technical aptitude with the ability to work with multiple system applications.

  Excellent communication and organizational skills.

  Work as an independent contributor as well as in a team environment.

Work Schedule:

  • Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our team members.  Enbridge’s FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start and end time, to opt for a compressed workweek schedule, and the option to work from home on Wednesdays and Fridays.  Role requirements determine your eligibility for each option or combination of options.

Diversity and inclusion are important to us. Enbridge is an Equal Opportunity and Affirmative Action Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting careers@enbridge.com.

Information For Applicants:

  • Applications can be submitted via our online recruiting system only.
  • We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.
  • Final candidates for this position may be required to undergo a security screening, including a criminal records check.

To learn more about us, visit www.enbridge.com

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Requirements

Level of education

undetermined

Diploma

In progress

Work experience (years)

undetermined

Written languages

undetermined

Spoken languages

undetermined