CCaaS Quality Specialist

Job#: 3025126

Job Description:

 CCaaS Quality Specialist:

Client: Big 5 Bank

Location: Hybrid Downtown Toronto, Ontario (2-3 days a week)

Term: 6 month contract, with a focus on contract to hire.

Hours:  hours/week Monday-Friday, 9:00 am - 5:00 pm –

The Call Recording, Quality Monitoring, & Speech Analytics Specialist is responsible for the end-to-end management and optimization of call recording, quality assurance, and speech analytics solutions within the CCaaS platform. The role ensures that all customer interactions are effectively captured, analyzed, and leveraged to drive compliance, service excellence, and business insights.

Key Responsibilities

·Call Recording Management

oOversee the configuration, maintenance, and monitoring of call recording systems within the CCaaS platform.

oEnsure compliance with legal, regulatory, and organizational require...