Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies

The Customer Success Center’s Quality Assurance Analyst role is responsible for listening to calls, reviewing tickets, and scoring the interaction using a defined scoring guideline. This role will provide Customer Success Center Team Leads with a full employee scorecard on performance metrics and contact end users on surveys and NPS (Net Promoter Score) completed surveys.

Responsibilities

• Responsible for performing call and ticket quality reviews for all Customer Success Center Engineers 125-150 per week.
• Coordinate communications and support response during critical risk, slowdown, and outage scenarios.
• Establish, manage, and maintain policies and procedures to foster a positive work environment.
• Participate in the planning, delivery and support of customer projects and initiatives.
• Monitor calls and tickets for quality.
• Provide performance coaching and feedback.
• Implement process improvements for the CSC team.
• Recognize, evaluate, and identify areas for improvement.
• Support the CSC team and resolve participant escalations/issues without further escalation by providing superior customer service.
• Analyzes Service Desk trends to identify opportunities to improve the quality.
• Provides creative “out of the box” thinking.
• Assist in the authoring, maintenance, and adherence of operating policies, procedures, and associated documentation.
• Contribute to and manage additional special projects assigned by the clients and or management team.
• Follow escalation paths for security related calls or ticket review failures.
• Technical abilities to ensure proper troubleshooting steps are completed.
• Other: Provide input on training, client meetings, and team meetings.

Qualifications

• 3-5 years of experience in performing quality review of calls /tickets.
• 3-5 years of experience diagnosing and resolving technical issue
• Analytical skills
• Organizational skills
• Excellent written communication
• Interpersonal skills
• Keen attention to detail
• Critical/logical thinking
• Experience with Service Now and Remedy ticketing systems
  • Able to present point of view to gain buy in and drive change.
  • Gains insight from big picture to enhance tactical steps.
  • Must be detail oriented while handing multiple concurrent tasks and/or projects with minimal supervision.
  • Ability to work independently.
  • Thrives in an environment of multiple shifting priorities.
  • Strong analytical skills; excellent oral and written communication skills; excellent problem-solving skills; ability to think strategically and act tactically.
  • Effective communication and documentation skills required: this person must be able to incorporate the best ideas from the team, as well as drive acceptance of his/her own architectural and technical concepts.
  • Effective at building trust in relationships with employees and managers.
  • Able to work independently and successfully in a team environment and interface effectively with senior-level customer representatives.
  • Offers ideas and suggestions to support the achievement of goals.
  • Applies concepts of project management & resource allocation.
  • Understands big picture and creates effective solutions through understanding cause and effect.
  • Sees the big picture and begins to advocate for strategic recommendations.
  • Must be capable of forward thinking to plan for future technological needs and foresee trends.
  • Ability and desire to quickly learn new technologies and concepts.

• Experience with Verint

Benefits at Innovatia

• Comprehensive Health Insurance policy
• Employee Wellness Program with focus on mental health
• Robust reward and recognition programs
• Company incentive programs offered
• Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
• Ample growth and learning opportunities
• Remote work opportunities
• Focus on work/life balance
• Immigration Program supporting immigration to Canada for eligible employees

We thank all candidates for their interest, however, only those selected for an interview will be contacted.
Innovatia is an equal opportunity employer.