Bilingual Call Centre Quality Assurance Specialist

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.

• 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.

• 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.