Bilingual Call Centre Quality Assurance Specialist

7 days ago


Montreal, Quebec, Canada Endo Networks Full time
Endo Networks is an experiential marketing company. We are currently seeking a Bilingual Call Centre Quality Assurance Specialist to join our team.

As a Bilingual Call Centre Quality Assurance Specialist, you will play a crucial role in ensuring the quality and reliability of our products and services, ultimately enhancing the customer experience.


Pay:
$28.00/hour

Responsibilities
-
Monitoring and Auditing: Actively listen to and audit recordings of interactions to ensure adherence to set standards and guidelines.
-
Fraud Identification: Detect and report any fraudulent activities such as fake customer interactions, environmental noise discrepancies, or other signs of non-compliance.
-
Performance Analysis: Identify coaching needs, strong performers, and areas of improvement based on recordings.
-
Communication: Professionally communicate coaching strategies, kudos, and feedback to Project Managers (PMs) and Project Coordinators (PCs).
-
Reporting: Provide detailed reports on Brand Ambassador performance, including identification of Voice of the Customer (VOC) feedback.
-
Investigation: Investigate and respond to escalations brought forth by clients and/or customers
-
Continuous Improvement: Offer suggestions on scripting modifications or process improvements to enhance interaction quality.
-
Documentation: Work with tools such as Microsoft Excel, Google Forms, and internally developed systems for auditing scorecards
-
Training Support: Download/provide links to both exceptional and subpar recordings to be used as training or coaching materials.

Requirements:

  • College degree in business or similar field
  • Proven experience working in a quality assurance role
  • Francophone with a clear understanding of Quebec culture and language nuances.
  • Fluent in English.
  • Technically proficient, especially in Google Sheets, Google Forms, Excel, and Outlook.
  • Familiarity with customer and prospect interaction environments and their dynamics.
  • Ability to work independently and multitask efficiently.
  • Strong analytical skills to discern subtle cues in recordings.
  • Flexibility to work varied schedules, including evenings and weekends when required.

Benefits

  • Excellent hourly rate of
    $28.

00/hour:

  • Comprehensive training plus ongoing coaching and support
  • Opportunity to grow within our organization
  • 2 weeks of paid vacation per year, allowing you to achieve a healthy worklife balance.


  • Montreal, Quebec, Canada Mttalentgroup Full time

    Quality Assurance Specialist - Bilingual (EN / FR)Location: Montreal, QC (Saint-Laurent)OverviewMT Talent Solutions is proud to partner with a global manufacturer bringing innovative engineering solutions to diverse market segments. As they continue to experience success across all markets, they are looking to add a Quality Assurance Specialist to their...


  • Montreal, Quebec, Canada Auum solutions Full time

    _Applicant must be in Quebec_Title:Bilingual Quality Assurance CoordinatorLocation:100% teleworking, teleworking must be carried out in the province of QC - open to travel for exceptional team meetings.Type:Long Term Contract (12+ months)Key points/Faits saillants: Experience in quality assurance team coordinationCompliance grid:Hold an undergraduate...


  • Montreal, Quebec, Canada Fundstream Full time

    Title: Quality Assurance SpecialistStatus: Permanent, Full Time (37.5h/week)Annual Salary: $47, 000 $ to $55, 000$ based on experience.Starting Date: As soon as possible, remote (onsite presence required as needed)Who are we?Fundstream is a leader in Canadian gift card marketing and fulfillment. Founded in 2003, Fundstream operates three lines of business...


  • Montreal, Quebec, Canada St-Amour Full time

    Our client, a CDMO in the Montreal area, is currently looking for a Quality Assurance Specialist. You will have to approve master labeling files, carry out risk assessments, make the production room clearances. You will write specifications for raw materials and packaging components, and review certificates of analysis. We are looking for a candidate with...


  • Montreal, Quebec, Canada Bento Sushi Full time

    Join Team Bento and be a part of our group of companies which operates more than 5600 locations globally. With operations across Canada and United States, Bento brings together a dynamic team of people with diverse backgrounds, experience, and talent, to create an exceptional guest experience.Come roll with us as a Quality Assurance Specialist and play a key...

  • Courtier assurances

    6 days ago


    Montreal, Quebec, Canada Coalition Assurance Full time

    Courtier(ère) en assurance de dommage des entreprises service - comptes majeurs Cabinet d'assurance indépendant situé au centre-ville de Montréal avec clientèle d'envergure et de prestige est à la recherche d'un courtier en assurance des entreprises, afin d'appuyer l'équipe au développement. Offrir des services-conseils de haute qualité Appuyer...


  • Montreal, Quebec, Canada Flighthub Full time

    We are looking for a Quality Assurance Specialist to join our Customer Service & Delivery Department. Working alongside our Manager of Operational Performance, you will be responsible for ensuring our products and services meet the highest quality of standards. Conduct data analysis, inspect and test our products while collaborating across departments to...


  • Montreal, Quebec, Canada Scotiabank Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Title: Bilingual Specialist, Customer Relations Centre (12-month contract) - Montreal, QC Requisition ID: Dynamic Funds is a wholly owned subsidiary of Scotiabank, headquartered in Toronto. Dynamic Funds was established as a small investment club in Montreal in...


  • Montreal, Quebec, Canada Centre de production de produits biologiques Inc Full time

    The Biologics Manufacturing Center ( BMC ) Inc. is a new biomanufacturing facility created in response to the pandemic. A not-for-profit organization, the BMC aims to better meet the biopharmaceutical needs of Canadians. The BMC helps support projects of public interest, actively contributes to the overall growth and resilience of the Canadian life sciences...


  • Montreal, Quebec, Canada CAMP Systems International, Inc. Full time

    Overview CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a "SaaS plus" model and we...


  • Montreal, Quebec, Canada CAMP Systems International, Inc. Full time

    OverviewCAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a "SaaS plus" model and we...


  • Montreal, Quebec, Canada Air Canada Vacations Full time

    **Description d'emploi**:Responsible for leading the reservation department (Europe and North America) and for making sure that productivity and customer service standards are met.Résumé du poste:Diriger le service des réservations (Europe et Amérique du Nord) et veiller à ce que les normes de productivité et du service à la clientèle soient...


  • Montreal, Quebec, Canada Safran Full time

    (English description to follow)Sur notre entrepriseSafran est un groupe international de haute technologie, présent sur les marchés de l'aéronautique (propulsion, équipements et aménagements intérieurs), de la défense et de l'espace. Safran est présent dans le monde entier, avec employés, et est classé 28ème meilleur employeur au monde en 2022 et...


  • Montreal, Quebec, Canada Versaterm Full time

    Who We AreFor more than 40 years, Versaterm Public Safety has defined the future of public safety software, delivering success to agencies, large and small, with an end-to-end ecosystem of solutions from community engagement to case closure. Versaterm's dedication to public safety is demonstrated by an unwavering commitment to customer satisfaction,...


  • Montreal, Quebec, Canada Randstad Canada Full time

    We are looking to hire the right person to join an amazing team as a full time Bilingual Customer Relations Specialist. As a Bilingual Customer Relations Specialist you will be responsible for providing courteous, accurate and timely responses to incoming inquiries. Are you passionate about helping people? Do you like to problem solve and be creative with...


  • Montreal, Quebec, Canada Randstad Canada Full time

    We are looking to hire the right person to join an amazing team as a full time Bilingual Customer Relations Specialist. As a Bilingual Customer Relations Specialist you will be responsible for providing courteous, accurate and timely responses to incoming inquiries. Are you passionate about helping people? Do you like to problem solve and be creative with...


  • Montreal, Quebec, Canada Randstad Canada Full time

    We are looking to hire the right person to join an amazing team as a full time Bilingual Customer Relations Specialist. As a Bilingual Customer Relations Specialist you will be responsible for providing courteous, accurate and timely responses to incoming inquiries. Are you passionate about helping people? Do you like to problem solve and be creative with...


  • Montreal, Quebec, Canada Randstad Canada Full time

    We are looking to hire the right person to join an amazing team as a full time Bilingual Customer Relations Specialist. As a Bilingual Customer Relations Specialist you will be responsible for providing courteous, accurate and timely responses to incoming inquiries. Are you passionate about helping people? Do you like to problem solve and be creative with...


  • Montreal, Quebec, Canada LifeWorks Inc. Full time

    TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider - encompassing physical, mental and financial health - TELUS Health is...


  • Montreal, Quebec, Canada LifeWorks Inc. Full time

    TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider - encompassing physical, mental and financial health - TELUS Health is...