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Contact Center & Quality Coordinator
SMART Technologies
Calgary, CAN
Full-time
Mid-Senior
Hybrid
Discovered 2 weeks ago
Contact center quality assuranceCustomer satisfaction metricsQuality scorecards and calibrationPerformance data analysisRoot-cause analysisMicrosoft Excel
Free
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Contact center quality assuranceCustomer satisfaction metricsQuality scorecards and calibration
Role Overview
The Contact Center & Quality Coordinator supports quality, consistency, and operational standards across SMART's global customer service operations.
The role connects internal leadership and headquarters teams with outsourced vendor teams.
The position owns quality programs, monitors performance data, identifies training opportunities, and supports continuous improvement.
Key Skills for This Role
Contact center quality assuranceCustomer satisfaction metricsQuality scorecards and calibrationPerformance data analysisRoot-cause analysisMicrosoft Excel
Full Job Posting
About SMART Technologies
SMART Technologies develops solutions for education, business, and global collaboration.
The company describes its culture as innovative, inclusive, and focused on meaningful connections.
Position Overview
The Contact Center & Quality Coordinator supports quality, consistency, and operational standards across SMART's global customer service operations.
The role connects internal leadership and headquarters teams with outsourced vendor teams.
The position owns quality programs, monitors performance data, identifies training opportunities, and supports continuous improvement.
Quality Program Ownership
- Administer the contact center quality assurance program across global customer service operations.
- Own the CSAT and ISAT feedback program, including tracking, reporting, and driver analysis.
- Maintain scorecards, evaluation standards, calibration processes, and QA documentation.
- Conduct quality audits and reviews and support vendor improvement plans.
Reporting and Analysis
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