Key skills
AnalyticsLeadershipCommunication
About this role
Quality Assurance Manager
Eastlink
Designated Office:
33 Alderney Dr, Dartmouth, NS
Work Arrangement:
This is a 100% in office position. Candidates must work onsite at the designated office.
Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications and exclusive locally produced programming on Eastlink Community TV.
We embrace diversity, inclusion, equity, and accessibility throughout all levels of the organization, and encourage members of equity deserving groups to self identify during the application process.
Eastlink is seeking a detail driven and collaborative Quality Assurance Manager to build and lead our Quality Assurance program within Customer Care. This is an exciting opportunity to help create and launch a new quality framework that will elevate customer experience, improve agent performance, and enhance operational consistency.
About the Role
The Quality Assurance Manager is responsible for designing, building, and leading the Customer Care Quality Assurance program. This role focuses on developing strong evaluation standards, improving customer interactions, and supporting consistent agent performance across the organization.
Working closely with Training, Operations, and leadership teams, the Quality Assurance Manager uses analytics, coaching insights, and data from the NiCE Quality Management platform to identify trends and guide improvements. This position is ideal for someone who enjoys creating programs from the ground up, values accuracy and fairness, and thrives in a collaborative, fast paced environment.
What You’ll Do
• Build and launch a comprehensive Quality Assurance program
• Lead and coach Quality Analysts or future Q.A. team members
• Develop quality scorecards, evaluation standards, and documentation
• Implement, manage, and optimize the NiCE Quality Management platform
• Conduct and oversee call evaluations to ensure fairness and consistency
• Partner with Training and Operations to identify gaps and improvement opportunities
• Provide insights and recommendations based on quality trends, analytics, and data
• Facilitate calibration sessions with leaders and coaches
• Maintain clear, consistent quality guidelines and supporting materials
• Support continuous improvement across the Customer Care organization
What We’re Looking For
• Experience in quality assurance, training, coaching, or call center operations
• Strong analytical ability with a talent for interpreting trends and data
• Excellent written and verbal communication skills
• Highly detail oriented with strong documentation and organizational skills
• Ability to build programs and processes from the ground up
• Comfortable with reporting tools and quality management platforms
• A positive, collaborative, and solution focused mindset
• Ability to adapt in a fast paced, evolving environment
Why Eastlink?
Eastlink operates in a culture of continuous improvement through listening, learning, and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.
Get your careers started with us and stay with us, your journey begins here!
Eastlink
Designated Office:
33 Alderney Dr, Dartmouth, NS
Work Arrangement:
This is a 100% in office position. Candidates must work onsite at the designated office.
Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications and exclusive locally produced programming on Eastlink Community TV.
We embrace diversity, inclusion, equity, and accessibility throughout all levels of the organization, and encourage members of equity deserving groups to self identify during the application process.
Eastlink is seeking a detail driven and collaborative Quality Assurance Manager to build and lead our Quality Assurance program within Customer Care. This is an exciting opportunity to help create and launch a new quality framework that will elevate customer experience, improve agent performance, and enhance operational consistency.
About the Role
The Quality Assurance Manager is responsible for designing, building, and leading the Customer Care Quality Assurance program. This role focuses on developing strong evaluation standards, improving customer interactions, and supporting consistent agent performance across the organization.
Working closely with Training, Operations, and leadership teams, the Quality Assurance Manager uses analytics, coaching insights, and data from the NiCE Quality Management platform to identify trends and guide improvements. This position is ideal for someone who enjoys creating programs from the ground up, values accuracy and fairness, and thrives in a collaborative, fast paced environment.
What You’ll Do
• Build and launch a comprehensive Quality Assurance program
• Lead and coach Quality Analysts or future Q.A. team members
• Develop quality scorecards, evaluation standards, and documentation
• Implement, manage, and optimize the NiCE Quality Management platform
• Conduct and oversee call evaluations to ensure fairness and consistency
• Partner with Training and Operations to identify gaps and improvement opportunities
• Provide insights and recommendations based on quality trends, analytics, and data
• Facilitate calibration sessions with leaders and coaches
• Maintain clear, consistent quality guidelines and supporting materials
• Support continuous improvement across the Customer Care organization
What We’re Looking For
• Experience in quality assurance, training, coaching, or call center operations
• Strong analytical ability with a talent for interpreting trends and data
• Excellent written and verbal communication skills
• Highly detail oriented with strong documentation and organizational skills
• Ability to build programs and processes from the ground up
• Comfortable with reporting tools and quality management platforms
• A positive, collaborative, and solution focused mindset
• Ability to adapt in a fast paced, evolving environment
Why Eastlink?
Eastlink operates in a culture of continuous improvement through listening, learning, and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.
Get your careers started with us and stay with us, your journey begins here!