Bilingual Sales QA Specialist

3 weeks ago

Montréal, Canada goeasy Full time

Le français suit l'anglais | French follows English_

If you are looking to join one of Canada’s fastest-growing companies, goeasy is the place for you **Certified as a Great Place to Work®,** recognized as **Canada’s Most Admired Corporate Cultures**, the **GTA's Top 100 Employers**, one of **Canada’s Top 50 Fintech’s** and **North America’s Most Engaged Workplaces** - we want the best and brightest to join our team

We are in search of a **Quality Assurance (QA) Specialist** who will be responsible for assessing the quality of performance of our **Inside Sales** team.

**Responsibilities**:

- Deliver comprehensive feedback to the representatives and their team leads highlighting their strengths and areas of improvement with coaching recommendations
- Collaborate with the Inside Sales leadership team to develop quality improvement plans aimed at enhancing the customer sales experience and achieving sales targets
- Conduct individual coaching or group training sessions to address skills gaps, reinforce best practices
- Design call monitoring formats and quality standards
- Maintain accurate and detailed records of evaluation scores, feedback sessions, and actions plans ensuring data integrity and reporting accuracy

**Requirements**:

- Call center experience with outbound, sales, or target-driven type of roles
- At least 2 years of experience in QA, call monitoring, coaching, or training
- Bilingual in English and French
- 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 Montreal, QC

**Schedule**:Monday - Friday, rotating shifts from 9AM - 5PM or 11AM - 7PM; one Saturday/month

**About Us**:
We are a publicly-traded company on the TSX with over 4000% shareholder return since 2001. Accredited by the Better Business Bureau, goeasy Ltd is a Canadian company that provides non-prime leasing and lending services through easyhome, easyfinancial and LendCare. We offer a wide variety of financial products and services including lease-to-own merchandise, unsecured and secured installment loans, direct-to-consumer auto loans, and point-of-sale financing to over 6,500 merchants in the powersports, automotive, retail, home improvement, and health sectors.

**Diversity, Inclusion, and Equal Opportunity Employment**

At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. This means that we are committed to cultivating and preserving a work culture where we celebrate who we are, where everyone feels seen and heard and where every employee can fulfill their potential. As an equal opportunity employer, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.

We thank all interested applicants; however, we will only be contacting those for interview who possess the skills and qualifications outlined above.

Si vous cherchez à rejoindre l'une des entreprises à la croissance la plus rapide au Canada, goeasy est l'endroit idéal pour vous Certifiée Great Place to Work®, reconnue comme l'une des cultures d'entreprise les plus admirées au Canada, l'un des 100 meilleurs employeurs de la région du Grand Toronto, l'une des 50 meilleures technologies financières au Canada et l'un des lieux de travail les plus engagés en Amérique du Nord, nous voulons que les meilleurs et les plus brillants se joignent à notre équipe.

Nous sommes à la recherche d'un **spécialiste bilingue d'assurance qualité** qui sera chargé d'évaluer la qualité des performances de notre équipe de **vente interne**.

**Responsabilités**:

- Effectuer des évaluations approfondies et objectives des appels de vente entrants et sortants de l'équipe et des réponses aux courriels afin de s'assurer de la qualité de la communication, de l'expérience client et du respect des politiques et des procédures
- Fournir un feedback complet aux représentants et à leurs chefs d'équipe en soulignant leurs points forts et leurs domaines d'amélioration avec des recommandations de coaching
- Collaborer avec l'équipe de direction des ventes internes pour élaborer des plans d'amélioration de la qualité visant à améliorer l'expérience de vente des clients et à atteindre les objectifs de vente
- Mener des séances de coaching individuel ou de formation en groupe pour combler les lacunes en matière de compétences et renforcer les meilleures pratiques
- Concevoir des formats de suivi des appels et des normes de qualité
- Tenir des registres précis et détaillés des scores d'évaluation, des sessions de retour d'information et

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