Quality Assurance Analyst, Customer Care Operations

at  Enbridge

UNION/NON:

This is a non-union position
Enbridge Gas Inc. is a Customer Centric organization, and the Customer Care team is at the heart of it. Our organizational culture is driven by the needs of our customers. We strive to continuously focus on improving processes and simplify customer experience.
We are hiring an Analyst – Quality Assurance and looking for a candidate that focuses on enhancing and improving the customer experience while operating with a team that is collaborative and encouraging. As an Analyst – Quality Assurance, you will review customer calls and offline transactions and provide support to Customer Care Leads.
Our ideal candidate excels at teamwork, understands internal business processes, accepts and enjoys technological change and thinks analytically. If this sounds like you, apply today! #joinourteam

WHAT YOU WILL DO:

• Based on quotas established by the Supervisor, monitor and evaluate randomly selected calls, internet, predictive dialer and offline transactions using quality assurance models and technology.
• Apply quality standards in a fair and consistent manner for all Customer Care representatives.
• Identify emerging or reoccurring quality issues. Support the assessment and reporting of Quality Assurance (QA) results as required.
• Participate in the creation of quality assurance policies, procedures and metrics.
• Identify areas of improvement to promote customer centricity in all that we do.
• Support and conduct quality or process training, when requested.