Senior Quality and Customer Experience Specialist

Range:66,400.00 - 99,600.00 CADJob Description:Senior Quality & Customer Experience (CX) SpecialistWe are ready to take this game to the next level and need someone passionate to review and analyze Quality and Customer Experience data available within Customer Care to identify opportunities to improve Customer and Employee Experience.YOUR ROLE IN THE GAMEReporting to the Manager, Customer Care QA&CX , you will be empowered to:Monitor and evaluate interactions such as calls, chats and emails to assess performance against quality standardsUtilize AI-powered tools such as XM Discover and Voice of Customer (VOC) insights to analyze trends, sentiment and performance on all Customer Care interactionsMaintain quality scorecards, tracking individual and team performance against quality benchmarks and identify coaching and learning opportunitiesCollect and integrate relevant quality, XM Discover and VOC insights to provide a comprehensive view of Customer Care performance and identify opportuni...