Quality Assurance Specialist, Customer Service

2 weeks ago

Montroyal, Canada Groupe Dynamite Inc. Full time

**CUSTOMER SERVICE QUALITY ASSURANCE SPECIALIST**

Groupe Dynamite is a leading fashion digital retailer with two brands at the heart of our success, Garage and Dynamite. With over 300 stores in Canada and the U.S., and more than 4,000 people, we have been making our mark on fashion since 1975.

Our core strengths are rooted in our team, our innovation and our customers. We are proud to hire and retain aspirational leaders who are driven to achieve great things and are recognized for their entrepreneurial spirit.

**Job Summary**:
Collaborating with the training team, you'll help develop the skills of our representatives to ensure exceptional customer experiences. This full-time, hybrid role requires 3 days in-office and 2 days remote.

**Key Responsibilities**:

- Optimize Conversational Scripts: Create, adjust, and refine conversational scripts to ensure alignment with customer service industry best practices.
- Analyze Performance Trends: Identify best practices and areas for improvement by analyzing performance trends of customer service representatives.
- Conduct Calibration Sessions: Facilitate calibration sessions with trainers and team leaders to ensure alignment with quality guidelines and standards.
- Conduct Coaching Sessions: Lead one-on-one and small group coaching sessions to ensure best practices are effectively implemented across the team.
- Provide Constructive Feedback: Deliver clear and actionable feedback to team members, trainers, and leadership to support continuous improvement and performance excellence.
- Evaluate Training Effectiveness: Assess the effectiveness of trainers and training materials, recommending improvements as needed.

**Qualifications**:

- Minimum of 5 years in a call center environment, with direct quality assurance or quality Monitoring experience;
- Excellent and effective communication skills, both verbal and written;
- Perfectly bilingual (English and French);
- Strong analytical and problem-solving skills;
- Strong aptitude for Quality Monitoring standards and industry best practices;
- Knowledge in Salesforce is an asset.

Over and above a competitive salary and bonus plan, registered retirement savings, and flexible group insurance with personalised coverage that meets your needs, you will be at the forefront of a growing organisation that understands the importance of investing in people.

You and your family can enjoy our employee discount at Garage and Dynamite, private sample sales throughout the year and many other exciting perks, including a very flexible vacation program.

**Our promise**

No day will be like the last - we aim to be better today than we were yesterday. We are committed to employment equity.

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