Job Description

Our client , a leader in Financial and Tax Software, is looking for someone to join their team as a Web QA Analyst. This role is hybrid in Toronto.

*This is a 9-month contract*

In this role, you will roll out and drive adoption of the client's global quality framework across international customer support operations. You will help ensure that every customer interaction meets the high standards, while partnering with global teams, vendors, and leadership to drive measurable improvements.

What You Will Be Doing

• Partner with the Continuous Improvement team and Learning & Development to onboard international teams.
• Lead BPO partner adoption through training and engagement of leadership, QA teams, and frontline staff.
• Program-manage the rollout of the Quality Centre of Excellence (CoE) internationally.
• Maintain consistency in quality evaluations and provide actionable insights to improve service.
• Monitor adherence to quality standards across regions and partners.
• Collect and analyze quality data to uncover trends and recurring issues.
• Present insights and recommendations to leadership for impactful changes.
• Partner with Thrive and Analytics teams to shape the roadmap for tech-enabled quality solutions.

Required Skills & Experience

• Bachelor's degree is required
• 5+ years of experience in Quality Assurance, Customer Support Operations, or Service Excellence, including BPO management.
• Expertise in contact center quality frameworks, manual evaluations, and calibration.
• Strong program management skills, with experience deploying frameworks across multiple regions or partners.
• Proven ability to turn data into actionable insights and improve customer experience.
• Experience working in international markets is highly desirable.

Motion Recruitment Partners is an Equal Opportunity Employer, including disability/vets. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under Motion Recruitment Employment Accommodation policy. Applicants need to make their needs known in advance.

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