Quality Assurance Analyst

Position:

Quality Assurance Analyst

Reports to:

Senior Manager, Supporter Care

Position Term:

Full Time Permanent

Primary Location:

Mississauga, Ontario, Canada

Workplace Type:

Hybrid

Job Purpose

We are seeking a detail-oriented and dynamic Quality Assurance Analyst to join our team. This role is critical to ensuring exceptional customer service. The Quality Assurance Analyst is responsible for overseeing the quality of all customer interactions handled by our supporter care team (agents) by monitoring performance, maintaining quality assurance tools, and supporting service excellence. This role ensures that quality standards are upheld through consistent evaluation, coaching, and ongoing improvement of internal processes, including the management of quality forms and workflows within platforms such as Talkdesk. Experience with AI and hybrid QA tools is highly encouraged to support innovation in service evaluation and efficiency.

A strong background in telemarketing is essential, as this role will design and deliver targeted soft skills training to new and existing representatives. The analyst will leverage telemarketing expertise to coach team members on persuasive communication, objection handling, and customer engagement techniques—helping them consistently meet and exceed performance expectations. This role is also responsible for script writing, ensuring that messaging is clear, effective, and aligned with performance goals and customer needs.

The Quality Assurance Analyst also supports the delivery of the incentive program (extra blessings) which plays a key role in generating substantial single gifts annually. This role will create, manage, and continuously improve monthly rewards and recognition initiatives that keep representatives motivated, engaged, and aligned with organizational goals.

Responsibilities

Quality Assurance Program

• Monitor and evaluate customer interactions across all channels, including but not limited to phone calls, emails, chats, and letters, to ensure compliance with quality standards.
• Deliver impactful soft skills training to both new and existing representatives, with a strong emphasis on sales & retention—ensuring team members consistently meet and exceed performance expectations.
• Leverage telemarketing experience to enhance training content and coaching techniques tailored to customer engagement and conversion strategies.
• Oversee the Quality Management Program within Talkdesk, ensuring all quality forms are up to date, fully functional, and aligned with organizational goals. This includes the implementation and regular review of AI/hybrid forms.
• Provide ongoing coaching and mentoring to customer service representatives to enhance performance, service quality, and customer satisfaction.
• Manage the Talkdesk Gamification Application to encourage healthy competition and employee engagement.
• Develop and maintain customer service scripts, ensuring they are clear, consistent, and effectively implemented.
• Lead the design, execution, and management of incentive programs ("Extra Blessings")
• Coordinate monthly rewards and recognition programs to maintain team morale and drive motivation.
• Implement monthly calibration sessions with supervisors and manager to ensure consistency in quality standards, alignment in performance expectations, and fairness in evaluation across all customer interactions.
• Evening and weekend work may be required occasionally.
• Back up for Supervisor when away or as needed. Real-time monitoring and management of CRM queues, agent activity, ad hoc requests and interaction flows to ensure service levels are met.
• Back up for Resolution Management specialist when away or as needed. Provide assistance on urgent matters such as escalated donor complaints and work on producing complaint reporting.

Incentives, Rewards and Recognition programs

• Quality Assurance Analyst is also responsible to create and launch ongoing incentive programs in partnership with Marketing which include emergencies which generate substantial revenue.
• Review key performance indicators for the team to ensure goals are met for incentives and design action plans to address challenges where necessary.
• Suggest incentive goals and be a cheerleader to motivate staff in working towards and achieving those goals.
• Ensure staff are motivated and provide coaching and feedback to help reach our incentive goals
• Regularly report on the performance and outcomes of the incentive program, providing data-driven insights and recommendations for improvement. Maintain staff motivation by promoting upsell opportunities and managing the rewards and recognition initiatives that support.

Qualifications

• Bachelor’s degree in business administration, or a related field (preferred).
• Minimum 5 years of customer service experience, with at least 2 years in a contact center leadership role.
• Proficient in customer relationship management tools (e.g., Microsoft Dynamic CRM), Talkdesk, and Microsoft 365.
• Strong technical skills with the ability to troubleshoot real-time operational issues.
• Excellent analytical, and organizational skills.
• Familiarity with quality assurance systems and gamification strategies is desirable.
• Proven experience in quality assurance, training, or coaching within a customer service or contact center environment.
• Strong background in telemarketing and retention skills with the ability to train and coach representatives on persuasive communication, upselling, customer engagement and customer retention techniques.
• Experience designing and delivering soft skills training programs.
• Familiarity with quality management systems such as Talkdesk; experience with AI and hybrid QA tools is a plus.
• Excellent verbal and written communication skills.
• Strong analytical skills with the ability to interpret performance data and provide actionable feedback.
• Ability to manage multiple projects and deadlines in a fast-paced environment.
• Creative approach to employee motivation, including the use of gamification, rewards, and incentive programs.
• Ability to handle sensitive and confidential information with discretion.

Why Consider Us?

• Our competitive compensation & benefits include:
• Health Spending Account
• Up to 6% matched pension contributions
• Parental leave top-up
• Generous paid vacation, sick days, wellness and personal days
• Office closed extra days before long weekends (6x/year)
• World Vision Canada has consistently been awarded Canada and GTA top employer awards.
• We are Canada’s largest development, relief, and advocacy non-profit organization.
• We embody an Agile mindset here.

#LI-Hybrid

Job Function

Individual Contributor

Pay Type

Salary