Contact Center & Call Quality Coordinator - Canada Based Role

Location: Calgary, AB, Canada; preferred hybrid/in-office role, with remote work open to other areas in Canada.

Company

hirify.global develops solutions that support connections in education, business, and customer service operations.

What you will do

• Own and administer the contact center quality assurance program across global customer service operations.
• Manage CSAT/ISAT feedback programs, quality scorecards, evaluation standards, calibration processes, and QA documentation.
• Conduct quality audits, analyze performance trends and root causes, and recommend corrective actions.
• Develop recurring reports, dashboards, and presentations covering quality, customer satisfaction, compliance, operational performance, and training opportunities.
• Identify coaching and training needs, support onboarding and refresher training, and assist with process documentation and job aids.
• Coordinate communications, calibration sessions, operational meetings, process updates, and relationships with third-party contact center partners.

Requirements

• 2–5 years of experience in a contact center, customer service, quality assurance, training, or operations environment.
• Experience supporting outsourced or third-party contact center operations.
• Experience with QA platforms, CRM systems, workforce management tools, or reporting dashboards.
• Familiarity with customer experience metrics and quality frameworks.
• Strong analytical skills and experience interpreting operational or performance data.
• Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
• Strong written and verbal communication, collaboration, relationship management, problem-solving, and organizational skills.
• Strong attention to detail and the ability to manage multiple priorities and deadlines.

Culture & Benefits

• Inclusive, respectful, and equitable workplace committed to equal opportunity.
• Role is hybrid/in-office in Calgary for the preferred candidate; remote work is available from other areas in Canada.
• Work supports customer experience improvement across global partner sites and meaningful education and business connections.