Quality Analyst

Come play a key role in building the future of Sports & Media! Everyone wants to be part of a transformational team – and that’s exactly what we’re building at Rogers Sports & Media. A team that innovates and a team that wins.

 

At Rogers Sports & Media we are committed to creating and growing teams that are digital-first, fast-moving and bold-thinking and are focused on delivering impact with everything they do. Our impressive collection of assets includes media properties, sports teams, sports events & production, venues, e-commerce platforms and a close connection with our Connected Home and Wireless team. Collectively, we touch the lives of 30 million Canadians every month!

 

Not only is our business strong, but so is our culture. We genuinely care about each other and working in an environment that allows each of us to bring our best authentic selves to work. That starts with our firm commitment to a diverse, inclusive and safe workplace. We’re also dedicated to giving back by using our media megaphone to help Canadians who need it most. Our team is All IN on diversity and inclusion – find out more at www.allinforequity.ca.

 

This role has been posted in locations where we have a Rogers corporate site. We encourage qualified candidates from across the country to apply who can reasonably commute  to one of these locations.

 

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are working from home, and are equipped to do so safely and efficiently.

 

Are you up for the challenge and the fun?  If so, consider the following opportunity!

 

 

What you will do… 

  • Monitor and score both inbound and third-party contacts. Includes, phone, email, chat and other social media channels.
  • Set up and conduct coaching and calibration sessions with all Team Leader
  • Ability to work cohesively with all employees and management teams
  • Ability to identify both positive aspects and areas of improvement in customer interactions for individual coaching and overall call center improvement
  • Provide feedback to Manager, both strengths and opportunities to enhance the training and quality assurance program
  • Identify emerging issue, process and skill gaps within the Customer Care team for knowledge and training improvements
  • Update and maintain call quality metrics and evaluation processes when required
  • Ability to make decisions, recommendations and act upon them
  • Assist the Senior Manager to continuously improve Call Quality that will enhance and manage Customer Experience
  • Available to work rotating shifts including weekends, evenings and statutory holidays when required
  • Provide trending analysis for quality data
  • Adhere to all applicable health and safety regulations, both legislatively mandated and as outlined in company policy
  • Other duties as requested by Manager, Director or Vice President
     

What you will bring…

  • Minimum two years’ experience within a Call Centre environment
  • Strong communication both verbal and written and interpersonal skills required
  • Intermediate technical competence with MS Word, Outlook, PowerPoint and Excel is required
  • Computer literate with the ability to utilize skills for other technologies available within the role, such as Quality Monitoring tools and technology
  • Strong team and customer service orientation required
  • High level of accuracy and attention to detail with excellent follow up skills
  • Previous retail and/or Call Centre experience a definite asset
  • Able to manage self-directed learning

 
Here’s what you can expect in return:

  • A competitive salary and benefits that include access to our Employee Share Accumulation Program, Retirement Benefits and a variety of other perks including 50% off Rogers services and Blue Jays tickets
  • A manager who deeply cares about your development and long-term career at Rogers
  • A team that trusts and wants to win together
  • Smart and accomplished colleagues who are focused on both the “what” and the “how”

 

 
What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 59 Ambassador Dr (096), Mississauga, ON 
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Quality
Requisition ID: 226215
 
Posting Notes:  Rogers Sports & Media 

 

 

 

Location: 

Mississauga, ON, CA

Being a Rogers team member comes with some great perks & benefits including:

· Health & well-being benefits
· Donation matching
· Paid time off for volunteering
· Wealth Accumulation including: Pension plan & Employee stock options
· Generous employee discounts
· Leadership development, Mentorship, and Coaching programs

Looking for career guidance and inspiration?

Catch up on the latest episodes of For the Love of Work podcast with Dr. Sonia Kang.


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