Quality Analyst

• Monitor calls and chats that agents are following the account’s policies and procedures

• Coach agents based on quality performance

• Create action plans for agent improvement

• Attend internal and external calibrations

• Handle escalated customer issues as required

• Prepare reporting on order deficiencies

• Responsible for reviewing the accuracy of information input

• Responsible for achieving and exceeding performance expectations by meeting daily, weekly, and monthly input targets while operating autonomously

• Accountable for staying current with new product and market trends in the payment industry using the information as part of merchant conversations

• Responsible to acquire and maintain a working knowledge of Moneris’ products and services in addition to partner solutions