QA, Call Center - Jobs in Quebec City, QC

Job Description

Engage2Excel is actively looking for a dynamic person to join our Contact Center team in the Montreal area. We are always on the lookout for motivated candidates who enjoy providing quality customer service in addition to ideas with a collaborative environment to maximize effectiveness. We rely on open-minded individuals, who will bring value to our organization. We offer a creative and enthusiastic work environment to encourage the open exchange of ideas and forward-thinking initiatives. If you believe this is you, we want you on board!

• In light of the current pandemic situation, training and work will be done remotely until further notice.

MAJOR RESPONSIBILITIES/DUTIES:

• Support internal service partners via a comprehensive Quality Assurance discipline that promotes healthy learning, celebrates success, encourages team engagement and advances agent relationships.

• Seek out and identify service process improvement opportunities through analysis and execution of productivity reporting.

• Add an additional dimension of agent support as a service liaison partner to the Program Managers team.

• Evaluating calls and written communications with agents for accuracy, quality, efficiency and satisfaction to providing actionable insights through trend analysis

• Maintaining and updating the database with qualitative and quantitative data including statistics, recommendations and trends.

• Provide reporting, productivity metrics and KPIs on Service Level Agreements including first call resolution, escalations and pending investigations.

• Facilitate the distribution and communication of the Satisfaction Survey, where applicable.

• May perform other clerical duties such as writing letters, printing, filling and folding, etc.

WHATS IN IT FOR YOU

• Become part of a group, which works in a highly creative environment where unity and teamwork are at the core of all operations.
• Be a part of a rapidly growing group and a positive environment.
• A salary of 18.75$/hour.
• Social benefits.

WHAT TO BRING TO THE TABLE:

• Excellent interpersonal and communication skills to work within a team environment and collaborate with others;
• Ability to develop and implement policies and procedures throughout the quality assurance process;
• Critical thinking and analysis skills to determine areas of improvement and to recommend actionable improvements;
• Mastery in analyzing business, technical, and functional needs and requirements;
• Strong attention to detail to identify, record, and prioritize issues as they arise;
• Solid report writing skills and command of written communication;
• Troubleshooting and creative thinking to present viable solutions as problems arise;
• Ability in common business applications (i.e. Microsoft Word, Excel, Outlook);
• Excellent typing skills and the ability to multi-task;
• Ability to work in a fast-paced environment;
• Time-management and organization skills;
• Very good analytical skills and problem-solving abilities;
• Critical decision making, judgment, autonomy;
• Customer-oriented, tact, and courtesy;
• You demonstrate a positive “can do” attitude and a flexible approach;
• Excellent verbal and written communication skills;
• Languages: French and English are a must.

This is an exceptional opportunity, for the right person, to work for a great company that offers leading recognition solutions with a full range of benefits.Job Types: Full-time, Permanent (7.5 hours per day)Other Benefits:Possibility of a signing bonus of $ 500 payable after 30 days of employment.Company organized ongoing social activities, offer a complete group insurance plan, RRSP, work-life balance, flexible PTO, sick days, possibility to access to an on-site gym, ongoing training & development programs, discounted or free food, Employee and Family Assistance Program, on-site parking, casual dress code, and many more.Engage2Excel, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability.** Only selected applications that meet the requirements of the role will be contacted **Quick Apply

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