Call Center Bilingual Quality Associate

1 week ago


Quebec Canada, Canada Tech Mahindra Full time

Role - Bilingual Quality Associate -Service desk

Location - Canada (Remote)

Language - English & French


Roles and Responsibilities

Quality Associate (QA) will be responsible for ensuring the call & email quality. The QA monitors required samples of voice & non-voice-based transactions on Quality Evaluation form included with predefined quality parameters agreed between TECHM and Client. QA also publishes a comprehensive report on the overall quality of the project.

Random & stratified Sampling method will be used to audit the calls and emails

Coaching & Feedback sessions

Joint call monitoring sessions with respective assigned teams & other stakeholders

Provide process updates as per requirement

Conduct Team Huddles to discuss the Quality scores and areas of opportunities

Provide Feedback/Quality tips to improve customer experience

Recognize Agent with excellent performance levels

Bottom Quartile management

Root cause analysis as per requirement (Complaints, Negative Survey response etc.,)

Participate in internal/external calibration sessions

DSAT/ Detractor Management activities

Flexible in Shifts as per business requirements (24x7)

Handle production activities – to answer Call / Chat / ticket volume spikes


Key Deliverables (KRA/Measure):


Knowledge & Understanding of the process, evaluation & feedback, reporting and analysis

Establish controls on Transaction Processing aiming for a Zero Defect Output

Report and Publish Transaction Quality Metrics

Provide Feedback and suggestions for improvement

GAP Analysis & Controls

Adherence & record maintenance to Internal and External QMS Audit Requirements

Continuous focus and drive to meet and exceed SLAs

Drive Organization Level Quality Initiatives


Applicant’s Specifications & Qualification:


Excellent verbal and written communication

Excellent skills on MS Office/Quality Tools / Data Analysis / Analytical Skills / Reporting

Relevant working experience in an international Service Desk / Technical Support environment preferred;

ITIL V3 Foundation trained preferred

Basic knowledge on Statistical Process Control

Shows flexibility/ownership & works under pressure situation

Demonstrate excellent communication skills

Candidate should be ready to work in a 24*7 environment

The candidate should have excellent problem solving capabilities and lateral thinking skills

Good Knowledge of Audit and Evaluation function

Analytical bent of mind



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