Quality Assurance Specialist

Quality Assurance Specialist

The main purpose of Quality Assurance Specialists is to ensure the quality and control activities of the contact centre. Quality Assurance Specialists monitor and analyze interactions between contact centre representatives and clients to ensure that representatives are performing to an established standard, to enable managers to provide feedback regarding performance, and to help identify any training or coaching that may be required.

ROLE-AT-A-GLANCE
Binoculars
Demand Outlook
*

There will be a strong need for Quality Assurance Specialists as reliance on contact centres continues to grow.

Diploma
Education & Credentials
*

College/Undergraduate degree typically required.

Data chart
Quantitative Skills Required
*
Group of people
Interpersonal Skills & Relationship Management
*
Multiple devices Specialized Technology Skills
*
Desktop area Work Environment

Typically contact centre; some remote work may be possible

ROLE-AT-A-GLANCE
Binoculars
Demand Outlook
*

There will be a strong need for Quality Assurance Specialists as reliance on contact centres continues to grow.

Diploma
Education & Credentials
*

College/Undergraduate degree typically required.

Data chart
Quantitative Skills Required
*
Group of people
Interpersonal Skills & Relationship Management
*
Multiple devices Specialized Technology Skills *
Desktop area Work Environment

Typically contact centre; some remote work may be possible


WHAT IT IS

Key Role Dimensions

Monitoring contact centre calls and online interactions: Listen in on live contact centre phone calls and monitor online chats, and/or review recorded interactions.

Helping to ensure quality of contact centre sales and services: Test the quality and consistency of the contact centre, ensure that representatives are performing within prescribed standards, provide feedback regarding representatives’ performance, and identify gaps in training and call processes.

May specialize in one particular area of Quality Assurance (QA): In organizations with high levels of specialized support or products, Quality Assurance Specialists may focus on specified functions such as automated processes QA, data entry QA or functionality QA.

Focus Areas

Quality Assurance Specialists focus on ensuring that quality and control procedures are followed in order to achieve customer service and operational standards. Quality Assurance Specialists also help to ensure that contact centre representatives proactively promote their organization’s services and/or products when opportunities arise.


WHAT IT TAKES TO SUCCEED

Key Job Accountabilities

Quality Assurance Specialists generally:

Assess representatives’ telephone-based or online interactions with customers:

  • Review recorded and live calls/interactions and ensure that proper steps were taken, assessing representatives’ compliance to process and adherence to procedures.

Promote improvement through feedback and training content:

  • Identify systematic performance weaknesses, unclear processes, product confusion and incidences of high call volume and provide feedback to Contact Centre Managers.
  • Assist in developing test scenarios/training exercises and testing data for new products and to address performance gaps.

Achieve performance targets on a monthly basis:

  • Review required targets and productivity measures for calls such as time on each call, wait time for clients, appropriate service levels provided, sales targets achieved and number of calls received.

Knowledge, Skills & Experience

Must-haves:

  • Highly detail-oriented
  • Customer Focus: Proven ability to consistently deliver high-quality service
  • Knowledge of products/services offered by the organization and established sales and service standards
  • Strong Interpersonal & Communication Skills: Able to provide objective and constructive feedback
  • Knowledge of Quality Assurance and Control practices
  • Knowledge of regulatory and legislative policy and procedures for the financial sector

Nice-to-haves:

  • Experience working as a Client Service Representative (CSR)
  • Experience in the financial services industry

Education & Credentials

Entry-level positions typically require:

  • College diploma
    or
  • Undergraduate university degree

In any field.

If working in the investment fund industry, employers may favor candidates with additional certifications, including:

  • IFIC (Investment Funds Institute of Canada) operations courses
  • Canadian Securities Course (CSC) via the Canadian Securities Institute

WHERE IT CAN TAKE YOU

Career Pathways

There are a number of pathways open to Quality Assurance Specialists through:

  • Increased Seniority: You may move into a supervisory or management position.
  • Lateral Career Move: The skills developed in the Quality Assurance Specialist role can facilitate a move to audit, compliance, process (e.g., writing processes) and Six Sigma training.

Future Trends & Impacts

The ongoing evolution of communications technology may impact the demand and qualifications for this role. Quality Assurance Specialists now review calls, emails and online chat interactions, and these channels will continue to expand.



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