Web QA Analyst - 36444582

Duration: 12 months (possibility of extension)

Location: Hybrid - Downtown Toronto

• Roll out and drive adoption of our global quality management framework and standards:
• Partner with the Thrive (Continuous Improvement) team to gain a deep understanding of the framework, and onboard International delivery teams through effective program and change management.
• Collaborate with the Academy (our Learning and Development team) to ensure the rollout process mirrors the successful US deployment, with consistent adoption across International
• Lead accountability for frontline BPO partner adoption of the framework, driving engagement and training of leadership, QA teams, and frontline experts
• Partner with our US Quality Management Centre of Excellence to drive expansion of their scope to International markets:
• Program-manage the international expansion of the CoE’s scope to evaluate customer interactions, ensuring alignment with global standards
• Drive calibration sessions between the CoE and our BPO partners to maintain consistency in assessments while ensuring actionable insights from quality evaluations
• Work closely with stakeholders to deliver data-backed analyses that inform operational, process, and behavioral improvements in customer experience delivery
• Ensure adherence to quality frameworks across International markets:
• Actively monitor compliance with QM frameworks among BPO partners and internal teams
• Identify gaps or deviations and ensure proactive intervention plans are implemented to drive adherence
• Leverage data to optimize service and drive improvements:
• Collect and analyze QM datasets to uncover common themes, recurring pain points, and opportunities for service improvement
• Develop action plans informed by qualitative and quantitative data, ensuring alignment with customer experience strategy
• Present insights and recommendations to leadership to drive impactful changes that enhance customer support delivery
• Advocate for International inclusion on quality tech roadmaps:
• Partner with the Thrive and Analytics teams to influence decision-making and ensure International markets are considered in the roadmap for tech-led quality management solutions
• Provide market-specific insights to reinforce the business case for expanded investment in quality tools and solutions
• Data-Driven Decision Making and Insights Generation
• Skilled in analyzing and operationalizing data from multiple sources (e.g., manual evaluations, QA dashboards, customer feedback, operational performance metrics) to generate actionable insights for process and service optimization.
• Demonstrates the ability to identify trends, patterns, and root causes of performance gaps, using data to develop recommendations that drive measurable improvements in customer experience and outcomes.
• Leverages quality data to enable targeted coaching, refine training programs, and advocate for process and technology improvements across internal and partner teams.
• Confidence in communicating data-backed insights and recommendations to senior leadership, driving transparency, accountability, and alignment with business objectives.

Skills:

• 5+ years experience in a Quality Assurance, Customer Support Operations, or Service Excellence role with significant exposure to BPO management
• Deep expertise in contact center quality management frameworks, including manual evaluations, calibration, and stakeholder engagement
• Strong program management experience in deploying new frameworks, processes, and capabilities across multiple regions or partners
• Proven track record of driving data-backed insights and measurable improvements in customer experience delivery
• Bachelor’s degree required, preferably in business, operational management, or analytics. Advanced certification/training in quality management or contact center operations (e.g., COPC, Six Sigma, etc.) is an asset
• Experience working across international markets and understanding regional nuances in customer care operations is highly desirable

Customer Experience Advocacy and Revenue Enablement

• Deep understanding of the customer journey across all touchpoints and channels, ensuring QA processes are designed to surface customer pain points and improve customer value realization.
• Advocates for customer-backed improvements to processes, products, and tools to minimize friction and deliver seamless experiences that inspire trust and growth.
• Balances the duality of driving exceptional service quality with enabling experts to deliver insightful conversations that foster value realization through effective up-sell and cross-sell interactions.
• Demonstrates a strong focus on driving ROI by coaching frontline teams to deliver both improved customer outcomes and enhanced revenue generation through higher-value interactions.