QA Analyst

We are currently hiring a Quality Assurance Analyst to support our client's customer experience operations in Winnipeg. What We Offer: Salary: $43,000 – $45,000 annually Job Type/Shift: Full-time position requiring open availability, including days, evenings, nights, and weekends What You'll Be Responsible For: • Review and evaluate interactions handled by Customer Service Representatives and teams across multiple communication channels (phone, email, chat, social media) • Deliver coaching and feedback to improve service delivery and ensure compliance with company standards • Prepare and maintain regular quality assessment reports and coaching documentation • Offer real-time operational support, including stepping in to manage customer interactions when necessary • Participate in calibration sessions and collaborate with team leaders and management • Analyze escalations to identify root causes and partner with leadership on improvement strategies • Flag inconsistencies in scripts, workflows, or processes to the appropriate teams • Share updates and important communications with frontline staff • Carry out additional responsibilities as assigned What We're Looking For: • Completion of high school diploma or equivalent • Previous experience in a Quality Assurance role (1-2 years preferred) • Experience working in a customer-facing or contact center environment is an asset • Working knowledge of Microsoft Office applications • Strong verbal and written communication abilities • Well-developed organizational and time management skills • Capable of managing multiple priorities in a fast-paced environment • Strong critical thinking and analytical capabilities • Able to provide clear, fair, and constructive evaluations and coaching If you are interested in this opportunity, we encourage you to apply today. This role is available for immediate start. Since 1951, Drake International has been a global provider of workforce and talent solutions, helping organizations improve performance through recruitment, assessment, and workforce optimization services. Drake International is committed to fostering an inclusive and accessible workplace. Accommodations are available throughout the hiring process upon request.