Wireless Operations Quality Assurance Analyst

Drive excellence in wireless operations as a Quality Assurance Analyst. Focus on auditing interactions and supporting client management with innovative quality solutions in a remote setup. This pivotal role entails evaluating calls, emails, and implementation accuracy within the Wireless Operations Department.

Candidates will be expected to collaborate on projects, provide tailored coaching, and perform analysis to drive process improvements. Success in this position is marked by an ability to identify gaps based on agent feedback and audit results. Key Responsibilities:

• Audit quality and accuracy of customer interactions
• Deliver training sessions for new and existing agents
• Participate as a subject matter expert in projects
• Provide coaching based on audit trends
• Validate accuracy post-contract implementation Requirements:
• Bilingualism preferred (French and English)
• 2+ years relevant experience
• Strong understanding of wireless billing systems
• Proficient in MS Office applications
• Excellent organizational and analytical skills Contribute to quality assurance initiatives within wireless operations while excelling in a remote work environment.