Job Order Detail

Description

Brandt is currently seeking a Quality Assessment Representative for our Regina Location.

Duties & Responsibilities:
*Deliver Contact Centre customer experience goals through obersvation and assessment of parts and reception calls
*Providing feedback to representatives abd leadership team
*Assisting in driving  initiatives for continuous improvement
*Take ownership of customer opportunities
*Demonstrate adaptability and flexibilty by performing additional duties as required within the Customer Support Center
*Asisst in resolving customer and branch complaints and escalations as needed
*Keep current with contact center and customer experience trends and insights from call centre and branch call listneing as well as other industry best practices
*Achieve monthly parts and reception call quality assessments and customer experience goals
*Conduct research to help accelerate customer experience outcomes
*Participate in regular and adhoc call listening deep dives/call audits to understand best practices,  key areas requiring focus and to make appropriate corrective action recommendations

Required Skills:
*Strong organizationals skills are required, with the ability to manage multiple tasks and projects effectively
*Able to compose simple correspondence, including memos, letters, and emails
*Strong communication skills to convey information clearly and concisely with organization's executive team and colleagues
*Exceptional attention to detail
*Well established time management skills
*Flexible to support 24/7 contact center environment
*Previous experience in customer service quality initiatives
*Proficiency in Microsoft Office
*Bilingual English/French is an asset