Contact Center & Call Quality Coordinator - Canada based role

SMART Technologies is an award-winning company that collaborates with bright minds around the world who believe in the power of innovation. We’re large enough to do great things but small enough that you don’t get lost in the crowd. Our continued success is possible because of our ‘Best in Class’ culture and unique talents of every individual at SMART.

Make an impact in education and business and beyond. Be a part of meaningful work that fuels connections across the globe. These are the connections that really matter - and inspire greatness. #WeAreSMART #ConnectionsThatMatter

Position Overview

The Contact Center & Quality Coordinator is responsible for supporting quality, consistency, and operational standards across SMART’s global customer service operations. This role serves as a key liaison between internal leadership and HQ and outsourced vendor teams to help ensure a high-quality customer experience, operational alignment, and consistent execution of program expectations.

This role owns the contact center quality program, supports operational communications, monitors and actions performance data and trends, identifies coaching and training opportunities, and helps drive continuous improvement initiatives across partner sites. This role requires strong analytical skills, attention to detail, and relationship management.

Key Responsibilities

Quality Program Ownership

• Own and administer the contact center quality assurance program across SMART’s global customer service operations
• Own the customer satisfaction (CSAT/ISAT) feedback program, including tracking, reporting, and identifying key drivers of customer experience performance
• Maintain quality scorecards, evaluation standards, calibration processes, and QA documentation
• Conduct quality audits and reviews to ensure consistency, compliance, and alignment to service expectations
• Partner with vendor leadership teams to identify quality gaps and support improvement plans
• Monitor customer experience metrics, including CSAT/ISAT and quality trends, to identify root causes and recommend corrective actions where needed

Reporting & Data Analysis

• Analyze contact center and quality performance data to identify trends, risks, root causes, and improvement opportunities
• Utilize existing and develop new recurring reports, dashboards, and presentations for leadership and operational stakeholders
• Monitor and track key performance indicators including quality scores, customer satisfaction, compliance measures, operational performance, and training opportunities
• Translate insights into actionable recommendations to improve customer experience and operational effectiveness

Training & Continuous Improvement

• Identify recurring quality themes, coaching needs, and training opportunities across contact center partners
• Partner with internal stakeholders and vendor teams to support onboarding, refresher training, and knowledge initiatives
• Assist in developing process documentation, job aids, quality standards, and operational resources
• Support continuous improvement initiatives and process enhancements

Communications & Coordination

• Own operational communications distributed to global contact center partners
• Ensure communications are clear, accurate, timely, and aligned across all partner sites
• Coordinate calibration sessions, operational meetings, and follow-up activities
• Support implementation and communication of operational updates, process changes, and business initiatives

Contact Center Coordination & Vendor Support

• Build strong working relationships with third-party contact center partners
• Support consistency in operational execution, service delivery expectations, and customer experience standards
• Help monitor adherence to program expectations and escalate risks, concerns, or trends to leadership as appropriate
• Act as a coordination point between internal teams and external contact center partners

Qualifications & Experience

• 2–5 years of experience in a contact center, customer service, quality assurance, training, or operations environment
• Experience supporting outsourced/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 with experience interpreting operational or performance data
• Proficiency in Microsoft Excel, PowerPoint, and reporting tools
• Strong written and verbal communication skills
• Highly organized with strong attention to detail
• Ability to manage multiple priorities and deadlines
• Strong collaboration and relationship management skills
• Core Skills
• Analytical Thinking
• Communication Excellence
• Relationship Management
• Attention to Detail
• Problem Solving
• Continuous Improvement Mindset
• Organizational Skills
• Collaboration & Coordination
• Accountability

Other

• Preferred candidate would be located in Calgary (hybrid/in-office based role), although open to other areas in Canada (remote).

At SMART, we are committed to fostering an inclusive, respectful, and equitable workplace where all individuals regardless of race, national or ethnic origin, color, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, or disability can thrive. We welcome applications from all qualified candidates and are proud to be an equal opportunity employer.