Coach Assurance Qualité - Montréal, Canada - Nuvei

Nuvei

Verified Company

Montréal, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

_-Voir version franç__aise plus bas._**The Quality Assurance Coach is responsible for monitoring completed calls and tasks in the ongoing effort to coach and mentor agents and ensure a frictionless merchant experience. Working closely with management and using standardized quality assurance processes, the coach provides one-on-one support to his/her agents through coaching sessions, calibrations, side-by-side support, and training.

The QA coach is also responsible for identifying opportunities to improve training, documentation, process and process automation, as well as business-level reporting to positively impact customer and employee satisfaction.

The goal of the QA coach is to empower agents to provide world-class customer and/or technical support that paves the way for Nuvei to be an industry leader.

Main Duties / Responsibilities

Monitor interactions (internal and external) for agents following the approved guidelines.
Audit completed tasks to ensure each area meets the QA requirements.
Provide coaching and ongoing feedback to each agent based on individual needs.
Provide feedback to management regarding the development of each agent, as well as recommendation for disciplinary measures when applicable.
Document all feedback given in a timely and consistent manner to ensure reporting is accurate and helpful towards making businesslevel decisions.
Prepare reporting that will indicate agent statistics and understanding of content and expectations.
Responsible for understanding Nuvei QA requirements, products and customer service ethics.
Help with training of new product material and ongoing content training.
Aid when needed in the development and coordination of QA processes.
Participate in special projects related to training and QA when needed.
Maintain strong relationships with all areas under QA function.
Handle inbound/outbound customer interactions each month to keep firsthand knowledge uptodate.
Any other tasks as assigned.
Hybrid role but must be willing to work in office when asked
Must be willing to work 95 EST.

Qualifications (Skills/Experience)

12years of experience in a call center environment.
Experience in a related industry (credit/debit payment processing) would be an asset.
Experience in coaching, supervising, instructing, and/or quality assurance would be an asset.
Strong interpersonal skills.
Ability to be tactful, maintain confidences and foster an ethical working environment.
Proven ability to work successfully under pressure in a dynamic team environment.
Excellent problemsolving skills.
Strong knowledge of MS Office.
Strong written and verbal communication skills.
Spanish is preferred but not required.

Working Language

English (written and spoken) is the language used 99% of the time, as work colleagues and clientele are both geographically dispersed within and outside of Quebec.
Internal communications between colleagues occur in English, or in French, depending on the parties involved. Strategic suppliers are located outside of Quebec.
A basic knowledge of French is required for any position located within Quebec. English is required for this position, as it could report to someone outside of Quebec, and requires frequent out of province communications.

_- Version franç__aise -_**
Coach Assurance Qualité

Le titulaire aura la responsabilité de surveiller les appels et les tâches complétées par les agents, afin de les former et de les conseiller, et d'assurer une expérience marchand sans friction.

Il travaillera en étroite collaboration avec la direction et utilisera les processus AQ normalisés pour offrir un soutien individualisé aux agents à l'aide de sessions de coaching, de calibration, d'assistance encadrée et de formation.

Le titulaire sera également responsable d'identifier des opportunités pour améliorer la formation, la documentation, l'automatisation des processus et les rapports au niveau de l'entreprise.

L'objectif du Coach AQ est d'outiller les agents pour qu'ils puissent fournir un soutien technique ou un service à la cliente hors pair, permettant à Nuvei d'être un leader dans l'industrie.

Tâches / Responsabilités**- Surveiller les interactions internes et externes des agents, selon les directives approuvées;

Faire la vérification des tâches complétées pour assurer leur conformité aux exigences AQ;
Fournir un encadrement et des rétroactions continues à chaque agent en fonction des besoins individuels;
Informer la direction au sujet de la performance de chaque agent et recommander des mesures disciplinaires, au besoin;
Documenter toute information fournie de manière cohérente, pour assurer que les rapports soient précis et convenables dans la prise de décisions stratégiques;
Préparer des rapports indiquant les statistiques des agents et leur compréhension du contenu et des attentes;
Comprendre les exigenc