Quality Assurance Representative for Call Centre Toronto 2093188

Toronto, ON

Quality Assurance Representative for Call Centre

"Please note that this job is for a call centre. You will be monitoring phone calls to ensure quality."

Our contact centre, lovingly referred to as the HIVE, is the heart of our business. The focused goal of the HIVE is to provide customized solutions that meet the needs of our clients by utilizing the most advanced technology available. This allows us to maximize our service levels and live connect rates to meet the needs of our clients.

Within the HIVE, our team is by far our greatest asset. Our experienced agents, team leads, supervisors and support staff are all committed to providing the highest level of service during every interaction. Our unwavering quality of service can be attributed to our rigorous training programs, quality assurance call monitoring/scoring and ongoing coaching for all team members. We are seeking an experienced Quality Assurance Specialist to join our existing network of professionals.


  • Ensuring accuracy of information and quality of delivery by listening to call centre calls;
  • Recommending improvements
  • Verifying results by measuring skills in use of scripts, product knowledge, sales and service
  • Ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call
  • Evaluating approaches by rating effectiveness of the TPV, Welcome and sales representatives;
  • Providing quality ratings; identifying training needs; assisting in developing training programs
  • Documenting the call quality results and providing feedback and trend data to the Director as required

Desired Skills and Experience:

  • Listening, Internal Communications, Customer Service, Performance Management, Teamwork,
  • Quality Management, Experience developing and implementing QA programs
  • Proven ability to achieve and maintain departmental quality standards
  • Dependable, and able to maintain confidential information

Minimum Qualifications:

  • College diploma or equivalent experience in related industry
  • Minimum 2+ years of experience in a quality assurance role
  • 1-3 years of call centre experience
  • Strong written communication skills
  • Proficient in Word, Excel and PowerPoint
  • Must be able to effectively communicate with agents, and management
  • Flexible, detailed, and able to successfully adapt to change
  • Ability to work independently
  • Excellent attention to detail
  • Demonstrated ability to train and develop new and existing support agents


  • This is a full-time, permanent, salaried position
  • We offer endless opportunities for advancement and career progression
  • Not only is this a profitable career path but also rewarding
  • Supportive management team
  • Vibrant office environment

To apply, please submit a copy of your resume for consideration. While we welcome all applicants, only selected candidates will be contacted for an interview.

Thank you for your interest.

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