Bilingual Quality Analyst (French/English)

Quality Analyst – Work From Home

Pay : $22 - $24

This is a Full Time Position

*Please Note* This is a bilingual position (English and French) - your ability to speak both languages will be evaluated during the recruitment process.

THE COMPANY:

S&P Data is a leading North American Business Service Centre serving a wide variety of Fortune 500 companies as the point of contact for their customers. Operating since 2004, we are proud to be providing employment opportunities across Canada and the USA.

We offer full-time employment with a competitive salary and a comprehensive Employee Benefit Plan including medical, dental, and vision care.

WE ALSO:

• Develop and foster your sales and soft skills with our best-in-class paid training and ongoing development initiatives.
• Recognize and reward our team with our robust recognition program.
• Promote from within- We recognize our employees by providing opportunities for training and advancement.

THE JOB:

The Quality Analyst is responsible for developing and supporting the planning, design, and execution of projects. The Successful candidate will work closely to ensure the product meets the minimum quality standards.

YOU'LL ALSO:

• Evaluate the quality of work performed by the agents using the knowledge of all products and services
• Identify the key improvement areas for the program
• Identify deviations within specific targets and timelines for quality of orders and or calls
• Analyze monthly results to provide top issues and recommendations which will provide greatest impact on improving overall results
• Research and identify the appropriate business practices and issues to stakeholders on a proactive basis to avoid errors and improve results
• Provide coaching, support and recommendations to various groups and or management
• Ensure data is collected & documented
• Participate in calibration sessions to harmonize the quality standards
• Monitor and evaluate service and sales calls to trend individual and program performance
• Complete daily and weekly quality assurance reporting
• Provide feedback and coaching to agents
• Generate quality assurance summary reporting to identify trends
• Identify opportunities for programme and process improvements
• Quality Assurance Representatives may be required to fill other positions e.g. dialing, floor support, etc where necessary
• Participate in internal and client calibration sessions
• Attend program pre-shift and/or post-shifts
• Assist with projects and other duties as requested or assigned

WHO WE'RE LOOKING FOR:

We are looking for an innovative and experience quality analyst who is bilingual (English/French) who can take initiative and possess excellent verbal and written communication skill. The candidate we are looking for will also possess the ability to manage multiple, simultaneous projects as well as the ability to handle sensitive information and maintain confidentiality

YOU ALSO HAVE:

• Completion of high school and post secondary is an asset
• Experience as a call centre agent or quality assurance representative
• Meeting or exceeding key performance indicators (KPI’s) in current role
• Detail oriented with excellent analytical skills
• Must have good coaching skills and be an effective communicator
• Excellent listening, verbal and written communication skills
• Flexibility to work varying shifts or additional hours as dictated by business needs
• Excellent MS office skills

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

S&P Data is an equal opportunity employer. In addition, S&P Data is committed to providing accommodations for applicants upon request at any stage of the recruitment process. Please let us know if you require an accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

**Please note:  S&P does not use telegram as a tool to conduct interviews, additionally we do not ask for sensitive information using a texting tool.  Our interviews are conducted using zoom or in person.**