Quality Coach/ Coach Qualité

1 week ago

Montréal, Canada GoCo Full time

Who are we?

GoCo is a next-generation managed service provider that offers robust and flexible business communication technology like Unified Communications, Managed Networks, and Network Security to its customers.

We are a group of experienced technology entrepreneurs from different backgrounds uniting their strengths and expertise to help businesses connect with their customers and the world. We are united in our belief that there is a better way to deliver simple, scalable solutions with speed. We have the scale and resources to bring our vision to life, but also the agility to flex to the needs of our customers along the way.

We are on a journey to assemble multiple industry-leading players into the most agile and efficient provider in the Canadian market. Please consult our landing page to find out who we are.

**Job Description**:
We are seeking a **B**ilingual Quality Coach** to join our team. You will be responsible for ensuring the quality of our customer support services. Your role will include reviewing calls and tickets, identifying errors and discrepancies, and providing feedback to agents to improve customer satisfaction.

**Responsibilities**:

- Reviewing calls and cases to identify grammatical errors, inconsistencies, and other issues.
- Providing feedback to customer support agents on their calls and cases to improve their performance, providing constructive feedback and recommendations for improvement.
- Analyzing call center reports and call center queues to identify areas for improvement.
- Providing 1:1 support to agents on customer support and proper use of our tools and platforms.
- Ensuring all agents follow the right processes and documentation provided to them.
- Review root cause of escalations and identify areas of improvement.

**Qualifications**:

- A minimum of 2 years of experience in a customer support or help desk role.
- Experience working in a call center environment.
- Experience with call center reports and call center queues.
- Experience with VOIP technology is an asset.
- A college degree in a relevant field.
- Excellent customer service skills and strong communication abilities.
- Must be bilingual.

Nous sommes à la recherche d'un** coach qualité bilingue** pour rejoindre notre équipe. Vous serez chargé(e) d'assurer la qualité de nos services d'assistance à la clientèle. Votre rôle consistera à examiner les appels et les cas, à identifier les erreurs et les incohérences, et à fournir un retour d'information aux agents afin d'améliorer la satisfaction des clients.

**Responsabilités**:

- Examiner les appels et les cas afin d'identifier les erreurs grammaticales, les incohérences et autres problèmes.
- Fournir un retour d'information aux agents sur leurs appels et leurs cas afin d'améliorer leurs performances, fournir un retour d'information constructif et des recommandations d'amélioration.
- Analyser les rapports du centre d'appels et les files d'attente du centre d'appels afin d'identifier les domaines à améliorer.
- Fournir une assistance individuelle aux agents sur le support client et l'utilisation correcte de nos outils et plateformes.
- S'assurer que tous les agents suivent les bons processus et la documentation qui leur est fournie.
- Examiner les causes profondes des escalades et identifier les domaines d'amélioration.

**Qualifications**:

- Un minimum de 2 ans d'expérience dans un rôle de support client ou de service à la clientèle
- Expérience dans un environnement de centre d'appels.
- Une expérience de la technologie VOIP est un atout.
- Diplôme universitaire dans un domaine pertinent.
- Excellentes compétences en matière de service à la clientèle et fortes capacités de communication.
- Bilinguisme essential
- NOTE: The health and safety of our team, customers and communities is paramount to GoCo. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19._

We thank all applicants for their interest, however, only applicants selected for an interview will be contacted.

Accessibility

GoCo is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

INDHP

LI-JB1

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