Quality Assurance Specialist

5 days ago

Mississauga, Canada Staples Full time

**Some of what you will do**:
In this role as Quality Assurance Specialist you will be responsible for completing a set number of quality audits for Customer Service Agents across all Customer Service locations, to ensure that our agents deliver consistent and accurate information to our customers

**Specifically, You Will**:

- Identify coaching opportunities and provide coaching to associates as required on opportunities.
- Conduct gap audits of the audits performed by the offshore team.
- Participate calibration sessions for both on and offshore sites

**Some of what you need**:

- Secondary school diploma is mandatory
- Excellent written and verbal communication skills in both English and French is mandatory.
- Knowledge and experience in two or more Staples Customer Service functional areas (strongly recommended).
- Works well with people of all levels within the organization.
- Knowledge of Contact Centre systems (AS400 & Zendesk etc.
- Proficient working knowledge of Microsoft Office.
- 2-3 years or more Customer Service experience
- 1-2 years Staples Customer Service experience is an asset

**Some of what you will get**:

- Associate discount
- Health and Dental benefits
- RRSP/DPSP
- Performance bonuses
- Learning & Development programs
- And more...

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