Some of what you will do:
The Training & Quality Assurance Specialist is accountable for driving agent performance through structured training, rigorous quality assurance practices, and continuous coaching. This role ensures all customer interactions meet defined quality standards, deliver accurate information, and provide complete, solution-oriented service.
The incumbent is expected to proactively identify performance gaps, influence behavior change, and contribute directly to the improvement of customer experience and operational effectiveness.
Specifically, You Will:
Quality Assurance:
Conduct consistent, high-quality audits of customer interactions across voice, email, and chat.
channels in both English and French, ensuring adherence to established quality standards and processes.
Identify performance gaps and deliver clear, actionable coaching to agents, team leads, and managers to improve quality outcomes.
Lead and facilitate calibration sessions across onshore and offshore teams, ensuring scoring alignment and driving consistency in evaluation standards.
Take ownership of calibration results, feedback consolidation, and follow-through actions to maintain alignment across all stakeholders.
Review and solve audit disputes, providing well-supported decisions and reinforcing quality standards.
Analyze internal and external quality data to identify trends, root causes, and recurring gaps, and translate findings into actionable recommendations.
Partner with leadership to ensure quality insights are leveraged to improve performance, reduce errors, and enhance customer experience.
Training:
Facilitate onboarding programs and refresher training, ensuring all content is delivered effectively and aligned to business standards.
Provide ongoing coaching and support to new hires, ensuring successful transition from training to production and readiness to meet performance expectations.
Deliver targeted training sessions, including upskilling, process updates, and meetings, to address identified performance gaps.
Lead soft skills and sales training initiatives, reinforcing behaviors that drive customer satisfaction and revenue opportunities.
Design, develop, and continuously improve training materials, including facilitator guides, presentations, and learning modules.
Collaborate with cross-functional teams to validate processes and ensure training content reflects current business practices.
Actively contribute to team initiatives, projects, and continuous improvement efforts related to training, quality, and content development.
Some of what you need:
Minimum 2–3 years of contact centre experience (required).
Previous experience in training, coaching, or quality assurance (preferred).
Bilingual (French) is required.
Secondary school diploma required.
Post-secondary education in adult learning, training, or a related field (preferred).
Physical demands/working conditions:
Remote environment.
Some of what you will get:
Associate discount
Health and Dental benefits
RRSP/DPSP
Performance bonuses
Learning & Development programs
And more...
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