Quality Analyst - Contact Centre

OUR MISSION

West Tech Shipping is dedicated to getting your goods to you quickly, while consistently offering world class customer service, by the most efficient team, demonstrating strong dependability and providing competitive pricing.

QUALITY ANALYST

We’re looking for a detail-oriented and results-driven Quality Analyst to join our Contact Center team. This role combines quality assurance expertise with strong leadership skills, ensuring our customer interactions meet the highest service standards, while guiding and managing a team to achieve peak performance.

JOB DUTIES

• Monitor and evaluate chat interactions to ensure accuracy, compliance, and adherence to KPIs.
• Supervise assigned team members, conduct performance appraisals, and address performance gaps.
• Provide constructive feedback, coaching, and recognition to drive continuous improvement.
• Analyze quality data, identify trends, and recommend process enhancements.
• Collaborate with Training, Operations, and IT to improve workflows and the customer experience.
• Stay up-to-date with service updates to ensure quality criteria remain relevant.

KNOWLEDGE, SKILLS and ABILITIES

• Proven experience in quality assurance, preferably in a contact center or customer service environment.
• Strong supervisory and leadership skills with the ability to hold team members accountable.
• Excellent communication, coaching, and problem-solving abilities.
• High attention to detail and a commitment to delivering exceptional customer experiences.
• Organized, efficient and detail-oriented, with the ability to prioritize tasks.
• Minimum of 5 CXC/CSEC passes including Math and English.
• Flexible and adaptable, with the ability to work on Saturdays.
• Ability to produce consistent results in a fast-paced working environment.

Deadline for Submission: Friday, August 22, 2025 (For Immediate Hire)