Bilingual (English/French) Quality Assurance Specialist
goeasy
- Pickering, ON
- Permanent
- Full-time
- Conduct thorough and objective evaluations of the team's calls to ensure quality of communication and information being relayed to prospects
- Listen and evaluate at least 40 calls per day to maintain the team's overall service levels
- Perform quality control on calls to ensure adherence to policies and procedures
- Deliver comprehensive feedback to the representatives and their team leads highlighting their strengths and areas of improvement with coaching recommendations
- Suggest improvements to call monitoring formats and quality standards as needed
- Maintain accurate and detailed records of evaluation scores ensuring data integrity and reporting accuracy
- Bilingual in French and English
- Call center experience with outbound, sales, or target-driven type of roles
- At least a year of experience in Quality Assurance (QA), call monitoring or auditing
- Excellent verbal, written, and interpersonal communication skills
- Exceptional listening and analytical skills
- Adaptable to a fast-paced and competitive team environment
- Ability to work full-time permanently in our head office in Pickering, ON