Quality Assurance Specialist, Customer Service

3 weeks ago

Montroyal, Canada Groupe Dynamite Inc. Full time

Overview:
Groupe Dynamite Inc. (GDI) is a Montréal-based, privately held house of integrated omni-channel brands, designing and distributing accessible, trend-forward fashion for women since 1975.

Our mission of "Empowering YOU to be YOU, one outfit at a time" is brought to life through the GARAGE and DYNAMITE banners and represents the consumer-centric core of GDI's long-standing success as a leading retailer in North America.

You will conduct coaching sessions, provide actionable feedback, and maintain performance reports to support continuous improvement. You'll also recommend process improvements and best practices to enhance service quality.

Collaborating with the training team, you'll help develop the skills of our representatives to ensure exceptional customer experiences. This full-time, hybrid role requires 3 days in-office and 2 days remote.

**Roles and Responsibilities**:

- Optimize Conversational Scripts: Create, adjust, and refine conversational scripts to ensure alignment with customer service industry best practices.
- Analyze Performance Trends: Identify best practices and areas for improvement by analyzing performance trends of customer service representatives.
- Conduct Calibration Sessions: Facilitate calibration sessions with trainers and team leaders to ensure alignment with quality guidelines and standards.
- Conduct Coaching Sessions: Lead one-on-one and small group coaching sessions to ensure best practices are effectively implemented across the team.
- Provide Constructive Feedback: Deliver clear and actionable feedback to team members, trainers, and leadership to support continuous improvement and performance excellence.
- Evaluate Training Effectiveness: Assess the effectiveness of trainers and training materials, recommending improvements as needed.

**Skills and Experience**
- Minimum of 5 years in a call center environment, with direct quality assurance or quality Monitoring experience;
- Excellent and effective communication skills, both verbal and written;
- Perfectly bilingual (English and French);
- Strong analytical and problem-solving skills;
- Strong aptitude for Quality Monitoring standards and industry best practices;
- Knowledge in Salesforce is an asset;

At GDI, you will be part of a growing organization that understands the importance of investing in people and offers you:

- A comprehensive compensation package that includes performance-driven bonuses;
- A group retirement savings program with employer matching;
Flexible group insurance with personalized coverage that meets your needs;
- An employee discount at Garage and Dynamite;
- Exclusive private sample sales;
- A flexible vacation policy;
- And more

GDI has been repeatedly voted one of Montréal’s Top Employers and one of Canada’s Top Employers for Young People.

**Our promise**
No day will be like the last—we aim to be better today than we were yesterday. We are committed to employment equity.

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