Bilingual Call Centre Quality Assurance Specialist

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📅  Posted 15 days ago 📍 Canada
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Job 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


  • 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.