Position OverviewThe 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 ResponsibilitiesQuality Program Ownership Own and administer the contact center quality assurance program across SMART’s global customer service operationsOwn the customer satisfaction (CSAT/ISAT) feedback program, including tracking, reporting, and identifying key drivers of customer experience performanceMaintain quality scorecards, evaluation standards, calibration processes, and QA documentationConduct quality audits and reviews to ensure consistency, compliance, and alignment to service expectationsPartner with vendor leadership teams to identify quality gaps and support improvement plansMonitor 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 opportunitiesUtilize existing and develop new recurring reports, dashboards, and presentations for leadership and operational stakeholdersMonitor and track key performance indicators including quality scores, customer satisfaction, compliance measures, operational performance, and training opportunitiesTranslate 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 partnersPartner with internal stakeholders and vendor teams to support onboarding, refresher training, and knowledge initiativesAssist in developing process documentation, job aids, quality standards, and operational resourcesSupport continuous improvement initiatives and process enhancements Communications & Coordination Own operational communications distributed to global contact center partnersEnsure communications are clear, accurate, timely, and aligned across all partner sitesCoordinate calibration sessions, operational meetings, and follow-up activitiesSupport 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 partnersSupport consistency in operational execution, service delivery expectations, and customer experience standardsHelp monitor adherence to program expectations and escalate risks, concerns, or trends to leadership as appropriateAct 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 environmentExperience supporting outsourced/third-party contact center operationsExperience with QA platforms, CRM systems, workforce management tools, or reporting dashboardsFamiliarity with customer experience metrics and quality frameworksStrong analytical skills with experience interpreting operational or performance dataProficiency in Microsoft Excel, PowerPoint, and reporting toolsStrong written and verbal communication skillsHighly organized with strong attention to detailAbility to manage multiple priorities and deadlinesStrong collaboration and relationship management skillsCore SkillsAnalytical ThinkingCommunication ExcellenceRelationship ManagementAttention to DetailProblem SolvingContinuous Improvement MindsetOrganizational SkillsCollaboration & CoordinationAccountability Other This is a Calgary hybrid/in-office based role