DESCRIPTION

Job Title: Bilingual QA Specialist I
Other job titles: Quality Insights & Operations / Insights Manager / Customer Advocate
Location: Toronto, ON. – ideally somebody who lives locally in the Toronto area
HYBRID role (3 days in office, 2 days from home
Bill rate: Up to $44/ hour
Duration: 1 year contract with a possibility of extension

Job Description:

• Optimize operations within the Quality Management Operations, Learning Design and Knowledge Management domains, ensuring cross-functional alignment and seamless integration of insights into business processes.
• Develop and communicate monitoring plans for new service intents, ensuring Quality Assessors are well-prepared to evaluate these interactions accurately.
• Review and analyze data collected by Quality Assessors to identify trends, insights, and areas for improvement.
• Partner with business teams and suppliers to develop scalable solutions.
• Package and present findings to share with business partners and stakeholders (including senior business leaders and accountable executives).
• Review work and provide ongoing feedback to Assessors to improve accuracy and effectiveness in evaluating customer interactions (French & English).
• Drive Quality Management process improvements through partnership with data and modelling teams.
• Collaborate with Learning Design and Knowledge Management to enhance agent communications and training based on trends and opportunities observed through call monitoring.
• Act as a liaison to bridge gaps between data insights, operational excellence, and quality initiatives.

Basic Qualifications:

• Bachelor’s Degree
• 3 to 5 years of experience in quality operations or process management, with a focus on customer service.
• Strong attention to detail and analytical skills and experience in interpreting data and making data-driven recommendations.
• Excellent communication skills for providing clear instructions and insightful storytelling.
• Highly organized with the ability to manage multiple projects and priorities.
• Fluency in both English and French.

Preferred Qualifications:

• Experience of working in the Financial Industry.
• Experience of working in Operations, Complaints and Third-Party Delivery Sites.
• Experience of using Lean Six Sigma methodologies to drive continuous improvement initiatives and experience working in an agile work environment

Interview Steps:

• 2-step interview, 1 with a French assessment

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ADDITIONAL SKILLS

(none specified)

Please refer the Job description for details