Elevate customer service quality as a Bilingual Quality Assurance Analyst. Utilize your skills in assessing interactions and coaching representatives while engaging in a hybrid setting.
In this role, you will monitor customer service performance and provide feedback to ensure service excellence. You’re expected to complete reports, attend meetings with management, and support the escalation of issues. Your keen eye for detail is essential in fostering continuous improvement within teams.
Key Responsibilities:
• Coach CSRs and Tier 2s on service quality
• Complete weekly Quality Assurance reports
• Participate in meetings with managers and supervisors
• Research escalated issues with team leaders
• Distribute relevant correspondence to team members
Requirements:
• High school diploma or equivalent mandatory
• Bilingual in French and English required
• 1-2 years in Quality Assurance preferred
• Intermediate MS Office skills necessary
• Strong communication and organizational abilities
Utilize your bilingual skills and QA expertise to ensure exceptional customer service across diverse interactions and drive team performance.
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