Quality Analyst

Monitor calls and chats that agents are following the accounts 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

All other duties assigned