Bilingual Call Centre Quality Assurance Specialist

4 days ago

Montréal, Canada Endo Networks Full time

Endo Networks is an experiential marketing company. We are currently seeking a Bilingual Call Centre Quality Assurance Specialist to join our team. As a Bilingual Call Centre Quality Assurance Specialist, you will play a crucial role in ensuring the quality and reliability of our products and services, ultimately enhancing the customer experience.

**Pay**:$28.00/hour

**Responsibilities**
- **Monitoring and Auditing**: Actively listen to and audit recordings of interactions to ensure adherence to set standards and guidelines.
- **Fraud Identification**: Detect and report any fraudulent activities such as fake customer interactions, environmental noise discrepancies, or other signs of non-compliance.
- **Performance Analysis**: Identify coaching needs, strong performers, and areas of improvement based on recordings.
- **Communication**: Professionally communicate coaching strategies, kudos, and feedback to Project Managers (PMs) and Project Coordinators (PCs).
- **Reporting**: Provide detailed reports on Brand Ambassador performance, including identification of Voice of the Customer (VOC) feedback.
- **Investigation**: Investigate and respond to escalations brought forth by clients and/or customers
- **Continuous Improvement**: Offer suggestions on scripting modifications or process improvements to enhance interaction quality.
- **Documentation**: Work with tools such as Microsoft Excel, Google Forms, and internally developed systems for auditing scorecards
- **Training Support**: Download/provide links to both exceptional and subpar recordings to be used as training or coaching materials.

**Requirements**:

- College degree in business or similar field
- Proven experience working in a quality assurance role
- Francophone with a clear understanding of Quebec culture and language nuances.
- Fluent in English.
- Technically proficient, especially in Google Sheets, Google Forms, Excel, and Outlook.
- Familiarity with customer and prospect interaction environments and their dynamics.
- Ability to work independently and multitask efficiently.
- Strong analytical skills to discern subtle cues in recordings.
- Flexibility to work varied schedules, including evenings and weekends when required.

**Benefits**
- Excellent hourly rate of **$28.00/hour**:

- Comprehensive training plus ongoing coaching and support
- Opportunity to grow within our organization
- 2 weeks of paid vacation per year, allowing you to achieve a healthy work-life balance.

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