Bilingual Quality Assurance Specialist

3 months ago

Toronto, Canada Centurion Asset Management Full time

**Who We Are**

Centurion Asset Management Inc. is a recognized leader in the Investment and Property Management industries. Providing quality investments and housing for all its clients, our experienced team comprised of more than 350 Employees is a core component of Centurion’s success since 2003. Centurion Apartment Real Estate Investment Trust (“REIT”) owns more than 22,000 multi-family apartment units and student housing beds across 46 cities in Canada and the United States. Since day one, our goal has been to provide Residents and their families with clean, safe, and comfortable homes. The REIT provides investors an opportunity to invest in a diversified portfolio of rental apartments and student housing properties, as well as mortgage and equity investments in property developments, across Canada and the United States and participate in the profits derived from them. Centurion Financial Trust (“CFiT”) is an income and growth-oriented trust that invests in a diversified portfolio of debt investments that include but are not limited to mortgages, opportunistic real estate developments, and corporate debt. Investors pool their funds to invest in mortgage and growth-oriented credit opportunities and participate in the yields from interest income and net profit from equity.

**Our Mission**

Our mission is to be sought after as a leading-edge, reputable, multi-disciplinary alternative asset manager; to capitalize on opportunities in new and interesting investment strategies that meet our mission to Investors; and to embrace change, experimentation, innovation and learning from failure to make continual improvements that drive our success and keep us ahead of our competitors.

**Our Values**

Our core values can be summarized by the acronym RISE: Respect for our Investors, our Residents, Co-workers, Partners and Communities; Integrity in everything we do, demonstrating sincerity, honesty and the will to do it right; Simplicity free of pretension and hassle, full of value and common sense; and Excellence in offering all our Clients and Partners exceptional products and services quality, as well as providing our Employees with an excellent workplace.

**Why Employees Want to Work with Us**

We provide an inclusive environment where all employees are valued and supported. Over the years, we developed a work culture where the potential of every employee is maximized, and everyone has equal opportunities for growth. For certain roles, we offer numerous employee perks, including: Competitive Total Rewards Packages; Comprehensive Benefits Plan including Medical, Dental, and Vision Care; Flexible Work Week Schedules; Vacation Policy based on Length of Service; Summer and Holiday Hours Programs; Centurion Learning Academy; Opportunities for Growth; Education Reimbursement Policy; Mentoring Program; Employee Referral Program; Ergonomic Workstations Equipped with Standing Desks; Discounted Gym Membership; Company-wide Internal Communication Platforms; Employee Volunteer Opportunities; Quarterly Townhall Meetings and Social Gatherings; Employee Innovation Program; and Corporate Discount Card.

**Overview**

Reporting to the **Senior Manager of Call Centre Operations**, the **Bilingual Quality Assurance Specialist (Call Centre)** is responsible for ensuring that the highest standard of customer service is provided to both current and prospective residents at all times.

The **Bilingual Quality Assurance Specialist (Call Centre)** is accountable for the professional operation of all Call Centre efforts, including the tracking of all Leads and Wait Listed prospects, ensuring that the preservation of communication with current and prospective Residents is in accordance with the established customer service standards of Centurion Asset Management | Centurion Property Associates.

**Responsibilities**

**Relationship Development**

Develop and foster positive relationships with internal and external stakeholders. Ensure proactive timely resolution of all prospective and current Resident inquiries.

**Customer Service**

Professionally and courteously handle all prospective and current Resident inquiries, feedback, complaints or concerns. Ensure a high level of professionalism is achieved through constant and consistent attention to Centurion’s Vision, Mission, and Values. Promote a strong sense of community.

**Quality Assurance**

Track and analyze key performance indicators (KPIs) such as call handling time, customer satisfaction, and resolution rates. Listen to call recordings and provide ongoing coaching to agents to ensure that established KPIs are met, working closely with the Senior Manager, Call Centre Operations to address performance issues as required. Monitor the successful conversion of prospective leads, increasing the lead to appointment conversion ratio. Prepare and present regular performance reports to senior management, identifying areas for improvement and implementing corrective actions. Ens

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