Workday Analyst managing Workday configuration and system administration at McCarthy Tétrault. Supporting cross - functional teams and enhancing digital user experiences with effective solutions.
About the role
- Quality Analyst ensuring customer service quality standards and regulatory compliance by auditing performances. Focused on data analysis and providing recommendations for continuous improvement in customer support processes.
Responsibilities
- Conduct audits of customer calls to ensure quality is maintained throughout the process
- Ensure all procedures and norms are followed, checking on compliance with client Service Level Agreements (SLAs) and Statements of Work (SOW)
- Review and refine quality policy expectations to reflect scripted processes and adherence to industry regulations
- Identify gaps in performance and provide constructive recommendations for process improvement
- Perform significant data analysis to clean up raw data and create reports for performance metrics
- Monitor team member performance to identify opportunities for corrective action when metrics are not met
Requirements
- Prior experience in a customer service environment or related field
- Strong proficiency in technical tools, particularly Microsoft Office and Google Sheets/Excel
- Ability to learn new systems and terminologies quickly
- Familiarity with quality assurance programs, internal audits, and customer surveys
- Strong analytical, critical thinking, and communication skills
- Knowledge of quality systems (e.g., NICE, Salesforce, Gong) is a plus
Benefits
- Competitive industry salaries
- Comprehensive benefits packages
- Support for professional growth at all stages of an employee's career
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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