Bilingual Call Centre Quality Assurance Specialist - Montréal, Canada - Endo Networks

Endo Networks

Verified Company

Montréal, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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 worklife balance.