**Job Description** **Role Overview:** IntouchCX, a global leader in customer experience management and digital engagement, is seeking a Quality Assurance Team Lead to play a crucial role in ensuring the company meets its production objectives and performance standards. As the Quality Assurance Team Lead, you will work closely with the Quality Team to maintain quality metrics, identify improvement opportunities, develop solutions, and coach team members to drive positive change in customer service. **Key Responsibilities:** - Manage administrative and reporting tasks related to quality metrics - Provide actionable insights to Operations Team and client-partners - Collaborate with support departments to achieve metric goals - Review and maintain calibration scores within the QA Team - Develop operational statistics, financial management information, and results reporting - Support Business Development initiatives - Research escalated issues to offer coaching opportunities - Report scripting problems or questions from callers to relevant departments - Distribute client-partner and company-related correspondence - Perform other duties as assigned **Qualifications Required:** - A post-secondary degree or certificate, preferably in Business Management; a combination of education and work experience will also be considered - 1-2 years of Quality Assurance experience - 1 year of experience in a leadership, supervisory, or coaching role - Intermediate knowledge of MS Excel, MS Word, and MS Office (required) - Typing speed of 30 WPM with accuracy - Strong verbal and written communication skills with good spelling and grammar - Ability to work under time constraints and meet deadlines - Comfortable working in a fast-paced, dynamic environment - Excellent leadership, analytical, and problem-solving skills - Ability to offer suggestions and solve problems in a positive, developmental manner - Capable of making fair and consistent judgments and decisions - Attentive listening skills and ability to analyze calls for compliance with performance metrics - Strong multitasking, detail-oriented, organizational, and time management skills - Effective interpersonal skills to interact with employees at all levels and people from diverse backgrounds. **Job Description** **Role Overview:** IntouchCX, a global leader in customer experience management and digital engagement, is seeking a Quality Assurance Team Lead to play a crucial role in ensuring the company meets its production objectives and performance standards. As the Quality Assurance Team Lead, you will work closely with the Quality Team to maintain quality metrics, identify improvement opportunities, develop solutions, and coach team members to drive positive change in customer service. **Key Responsibilities:** - Manage administrative and reporting tasks related to quality metrics - Provide actionable insights to Operations Team and client-partners - Collaborate with support departments to achieve metric goals - Review and maintain calibration scores within the QA Team - Develop operational statistics, financial management information, and results reporting - Support Business Development initiatives - Research escalated issues to offer coaching opportunities - Report scripting problems or questions from callers to relevant departments - Distribute client-partner and company-related correspondence - Perform other duties as assigned **Qualifications Required:** - A post-secondary degree or certificate, preferably in Business Management; a combination of education and work experience will also be considered - 1-2 years of Quality Assurance experience - 1 year of experience in a leadership, supervisory, or coaching role - Intermediate knowledge of MS Excel, MS Word, and MS Office (required) - Typing speed of 30 WPM with accuracy - Strong verbal and written communication skills with good spelling and grammar - Ability to work under time constraints and meet deadlines - Comfortable working in a fast-paced, dynamic environment - Excellent leadership, analytical, and problem-solving skills - Ability to offer suggestions and solve problems in a positive, developmental manner - Capable of making fair and consistent judgments and decisions - Attentive listening skills and ability to analyze calls for compliance with performance metrics - Strong multitasking, detail-oriented, organizational, and time management skills - Effective interpersonal skills to interact with employees at all levels and people from diverse backgrounds.
You will be working as a Workforce Manager at IntouchCX, where you will play a crucial role in directing, managing, and supervising all activities related to the Workforce team for a dedicated IntouchCX program. Your contribution will be vital in changing the way people perceive customer care. **Key Responsibilities:** - Work closely with Operations to ensure all team members are aligned with the company goals and objectives of our partners - Interact with external partners to build and maintain long-term relationships - Assist in analyzing partner metrics and staffing levels regularly - Identify and recommend efficiencies for program improvement - Actively manage, support, motivate, and retain members of the Workforce team - Participate in Sales meetings and respond to requests for information - Stay updated on emerging industry tools to enhance program efficiency **Qualifications Required:** - University or College Degree in a related discipline such as Computer Science, Marketing, Communications, or Business - Experience with Aspect software is considered an asset - Strong analytical, problem-solving, technical, and decision-making skills - Demonstrated interpersonal and communication skills - Exceptional organizational skills with a focus on follow-through - Ability to thrive in a fast-paced and dynamic environment - Effective interaction with employees at all levels and individuals from diverse backgrounds - Strategic thinking ability with a focus on planning and monitoring for results You will be working as a Workforce Manager at IntouchCX, where you will play a crucial role in directing, managing, and supervising all activities related to the Workforce team for a dedicated IntouchCX program. Your contribution will be vital in changing the way people perceive customer care. **Key Responsibilities:** - Work closely with Operations to ensure all team members are aligned with the company goals and objectives of our partners - Interact with external partners to build and maintain long-term relationships - Assist in analyzing partner metrics and staffing levels regularly - Identify and recommend efficiencies for program improvement - Actively manage, support, motivate, and retain members of the Workforce team - Participate in Sales meetings and respond to requests for information - Stay updated on emerging industry tools to enhance program efficiency **Qualifications Required:** - University or College Degree in a related discipline such as Computer Science, Marketing, Communications, or Business - Experience with Aspect software is considered an asset - Strong analytical, problem-solving, technical, and decision-making skills - Demonstrated interpersonal and communication skills - Exceptional organizational skills with a focus on follow-through - Ability to thrive in a fast-paced and dynamic environment - Effective interaction with employees at all levels and individuals from diverse backgrounds - Strategic thinking ability with a focus on planning and monitoring for results
Role Overview: IntouchCX is looking for a Recruiting Administrator to join their team and support the Recruitment Department. As a Recruiting Administrator, you will play a crucial role in providing assistance to potential candidates and ensuring a smooth recruitment process. Your responsibilities will include welcoming applicants, scheduling interviews, coordinating communication, and maintaining employee data. Key Responsibilities: - Welcome scheduled and walk-in applicants - Assist applicants and address inquiries throughout the recruitment process - Coordinate communication between campus and operations - Schedule interviews and administer pre-employment tests - Provide support with Welcome Letter creation and new hire plans - Input employee data and maintain employee files for data & analytics - Support all Recruiting Admin related duties - Have ownership and accountability for all tasks related to recruiting administration Qualifications Required: - High school diploma or equivalent - 1 - 2 years of administrative experience in a fast-paced environment - HR/Recruiting experience is considered an asset - Basic knowledge of sourcing and recruitment - Excellent communication and presentation skills with attention to detail - Strong analytical and customer service skills - Ability to work independently and as part of a team - Dynamic, proactive attitude with a passion for learning and adapting to change - Ability to listen and remain patient in difficult situations - Effective interaction with employees at all levels and diverse backgrounds Role Overview: IntouchCX is looking for a Recruiting Administrator to join their team and support the Recruitment Department. As a Recruiting Administrator, you will play a crucial role in providing assistance to potential candidates and ensuring a smooth recruitment process. Your responsibilities will include welcoming applicants, scheduling interviews, coordinating communication, and maintaining employee data. Key Responsibilities: - Welcome scheduled and walk-in applicants - Assist applicants and address inquiries throughout the recruitment process - Coordinate communication between campus and operations - Schedule interviews and administer pre-employment tests - Provide support with Welcome Letter creation and new hire plans - Input employee data and maintain employee files for data & analytics - Support all Recruiting Admin related duties - Have ownership and accountability for all tasks related to recruiting administration Qualifications Required: - High school diploma or equivalent - 1 - 2 years of administrative experience in a fast-paced environment - HR/Recruiting experience is considered an asset - Basic knowledge of sourcing and recruitment - Excellent communication and presentation skills with attention to detail - Strong analytical and customer service skills - Ability to work independently and as part of a team - Dynamic, proactive attitude with a passion for learning and adapting to change - Ability to listen and remain patient in difficult situations - Effective interaction with employees at all levels and diverse backgrounds