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Quality Assurance


This is a Full-time position in Montreal, QC posted May 22, 2022.

Adecco is currently looking for Quality Assurance Specialists, for it’s client who is in the Customer Service industry located in Montreal.

It is a Full time Temporary contract of 8-10 weeks that can extend to a year You need to be bilingual for this position.

Salary: 29$/h Location: Montreal Type of work : Remote, at times presential Schedule: Mon-Fri 9am-5pm Description: Responsible for conducting Quality Monitors, Coaching and Reporting.

Review of Quality trends to look for areas of improvement and best practices to continually ensure the team is a Best in Class performer.

Help create and maintain the curriculum for training.

Oversee the publication of SOPs to ensure they are in the approved format.

Ensure the experience provided to claimants, meets and exceeds expectations through the regular monitoring of phone calls and electronic communications (if applicable).

Provide coaching and feedback, while ensuring the guidelines and practices of the department are followed, documented and maintained in a professional manner.

Benefits: Full time Possibility to work remotely Possibility to work on longer terms Collective insurances (Medications etc) Responsibilities:
• Create, administer, and maintain quality monitoring programs for incoming and outgoing phone calls as well as all electronic communications.

• Monitor, coach, and deliver feedback to representatives in order to provide the highest quality experience to customers and dealers.

• Perform audits to ensure the department’s adherence to company Guidelines and Practices to promote risk avoidance/reduction.

• Regularly communicate quality trends and performance to leadership via a monthly Management Report.

• Lead regularly scheduled call calibrations in order to communicate suggestions and feedback about training and quality performance with Leadership.

• Researched training needs by examining performance data, conducting focus groups, surveys, and other research methods, resulting in a skills matrix and needs analysis in order to effectively plan trainings.

• Create and facilitate instructional documents and assessments for department utilizing effective methods of Adult
• Keep informed and updated on current training methods and trends to ensure successful learning and knowledge transfer.

• Create training materials and electronic job aids that result in decreased call handle times and increased employee and customer satisfaction.

• Responsible for assisting in departmental new hire interviews, hiring and training while collaborating with leadership on staffing changes, performance, resource needs, and developmental steps of new hires.

• Monitor and report on the effectiveness of training at multiple levels (trainee satisfaction, improvement in job performance, etc.) to ensure consistency, validity, and achievement of all objectives.

What we are looking for:
• Bilingual
• High school diploma
• 3 yrs customer service experience
• Excellent writing skills (French and English)
• Excellent organizational skills
• Excellent computing skills
• Ability to multi-task and have a strong attention to detail
• Ability to supervise a team of individuals with different skill levels and enable them to achieve performance and quality standards
• Ability to display initiative and offer solutions to enhance team’s performance
• Ability to handle personnel issues with professionalism and maturity
• Ability to work in a fast-paced, extremely customer-focused contact center
• Understand what it takes to deliver an exceptional experience
• Self-motivated
• Demonstrate strong business decision-making skills This position is calling you?

You believe you have the profile we are looking for?

Do not hesitate any longer Send us your resume and Adecco will contact you shortly CACSH22 j MoreInformation