Quality Assurance Support, Bell Mobility

3 weeks ago

Quebec City, Canada Bell Full time

Req Id: 414102

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.

If you’re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.

The Bell Mobility team offers the best and latest mobile devices, wireless services and Internet of Things solutions to consumer and business customers, with the top speeds, coverage and reliability on Canada’s Best National Network. We love to innovate, embrace big challenges, and live for the newest technology

**Position: Quality Assurance Support, Bell Mobility**:
**Job Status**: Regular
- Full time
**Number of positions**: 5
**Location**: 200 Boul. Bouchard, Dorval, Qc. **OR** 1, Alexander-Graham-Bell, Verdun, Qc. **OR**
5099 Creekbank Rd. Mississauga, On. **OR** 2980 Virtual Way, Vancouver BC.
Agents are to live/work within 2 hours of closest office location to them

**Summary**:
**Key Responsibilities**:

- Document and deliver training to new or existing agents
- Support transformational projects as SME
- Collaborate to provide customized coaching based upon audit results, trends and observations
- Validate post new/renew contract implementation contracted price plan, T&C and first bill accuracy
- Exhaustive analyzes and make recommendations /Adhoc projects
- Customized coaching based upon audit results
- Preparation of documentation/Communications as required
- Identification of process gaps and opportunities based agent feedback, escalations etc.

**Essential Requirements and Competencies**:

- Bilingualism is required, French and English
- Mastering of verbal & written communication (Excellent communications skills)
- Advanced knowledge of the wireless billing system NM1/CSM, Sales Force, Singleview, CCC Portal, CSS
- Autonomous & resourceful, passionate & results driven
- Demonstrates persistence, confidentiality & integrity
- Strong leadership attributes, effectively able to communicate and represent Team in a professional and effective manner
- Must be analytically inclined & positive when called upon to assist with dispute resolution
- Excellent organization, planning and time management skills with attention to detail
- Work in a self-sufficient manner and within the team
- Be able to take decisions, solve problems and manage priorities
- Manage multiple tasks with varying timelines

**Preferred Requirements**:

- College Diploma
- Minimum 2 years experience or equivalent
- Knowledge in corporate client billing infrastructure, eReporting & CSS
- Working knowledge of SmartPath, Salesforce, NM1
- Good knowledge of corporate policies and procedures

**Working Conditions**:

- Available to work between 8:00am - 8pm EST, Monday to Friday

EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Type**: Non Management
**Job Status**: Regular - Full Time
**Job Location**: Canada : Quebec : Dorval || Canada : British Columbia : Vancouver || Canada : Ontario : Mississauga || Canada : Quebec : Verdun
**Work Arrangement**:Remote
**Application Deadline**: 09/15/2023

Created: Canada, QC, Dorval

**Bell, one of **Canada's Top 100 Employers.

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