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Quality Assurance Specialist, Customer Service
2 weeks ago
Company Description
**VOSKER**, North America's leader in remote area surveillance.
Every day, we take pride in helping our customers keep an eye on what really matters to them by developing solar-powered, cell-connected cameras on our exclusive platform.
In a few words at VOSKER; **We are efficient, we think differently, and we take care of our people** We take advantage of our expertise to win as a team and redefine what is possible
**Job Description**:
YOUR NEXT CHALLENGES:
Analyze quality:
- Create and analyze QA reports, and provide recommendations to stakeholders (trainers, managers, team leaders, QA supervisor) to:
- Ensure compliance with the QA strategy implemented by the supervisor.
- Create appropriate training.
- Identify coaching needs and QA performance issues of the customer service advisors.
- Improve internal tools and procedures.
- Analyze business trends in QA and make recommendations.
Promote good quality assurance practices:
- Participate in the optimization and development of the QA department procedures.
- Create and implement thematic evaluation grids.
- Create QA training material.
- Integrate and train new QA agents.
- Provide ongoing QA support and training.
- Assign assessments to QA agents, monitor progress and provide weekly performance data on them to the supervisor.
- Ensure the quality of assessments performed by QA agents via weekly group and/or individual calibration sessions.
**Qualifications**:
THE EXPERTISE REQUIRED TO TAKE US FURTHER:
- 3 years of experience in customer service.
- Strong sense of organization and priorities, autonomous and responsible.
- Critical and analytical mind.
- Excellent ability to synthesize.
- Excellent comfort level with virtual classroom platforms as well as with Microsoft Office (Teams, Excel, SharePoint, Word).
- Enjoy working in a fast-paced company.
- Have initiative and curiosity.
- Demonstrate rigour.
- Excellent communication skills (written/oral) in English and French (an asset).
- Collaborative spirit (team player).
- Experience with Genesys Cloud CX (an asset).
- Being available to go to the Montreal office a minimum of 1x every week, and when the operational needs (meetings, workshops, or any other activities) require your presence.
Additional Information
HERE'S WHAT WE OFFER YOU:
- A work environment that allows you to bring your ideas to life and propel you towards your ambitions
- A daily without routine, the days follow each other, but they don't look the same and that's great
- A hybrid work mode that allows you to work either from home or from one of our offices. The choice is yours
- A wellness account that allows you to reimburse your expenses related to your health, your passions and your interests.
- Free access to a 24/7 online health care professional and EFAP.
- A group insurance including vision and dental care paid 50% by the employer.
- A new parent supplement during maternity/paternity leave.
- Vacation based on years of experience in the market.
**Equal access to employment**:
At VOSKER, we value the essence of each person and celebrate the diversity that allows us to redefine what is possible. We value collaboration by providing a healthy and inclusive work environment where all voices are heard.
Don't hesitate to contact us if you have specific needs to make this recruitment process more accessible for you.
**Now it's your turn to tell us about yourself To do so, just apply**
**That's what being part of the VOSKER clan is all about
