Bilingual Quality Assurance Specialist (ENG/FR)

Get ready to goeasy! Under our easyfinancial banner, we are a leading provider of financial products and services, including unsecured consumer loans, mortgages, prepaid cards and credit repair products that cater to underserved Canadians that do not have access to products and services from traditional financial institutions. Operating under the goeasy ltd. umbrella, the organization is publicly traded on the Toronto Stock Exchange with revenue of approximately $250 million per year, over 300 retail locations across Canada and 1600 employees.

We are currently hiring for a Quality Assurance Specialist to work in conjunction with our partner at their head office in Vancouver. If you have strong analytical orientation, are a critical decision-maker, have a fondness for coaching and mentoring agents to a “higher standard”, and can share examples of a high level of effort in a quality role within an internal or out-sourced contact center, this is the role for you! This position reports to the Senior Manager of Easyfinancial Indirect and works with the Sales & Operations team to provide a robust call monitoring and trend data management process for assigned indirect partnerships.

What will you do as a Quality Assurance Specialist?

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Monitors email customer contacts.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff

What are we looking for?

• Prefer a Post-Secondary degree from a College or University or equivalent work experience in a contact center quality role
• Excellent verbal and written communication skills in both English and French 
• 1-2 years experience in a similar role (asset) 
• Expert understanding of the principles of great customer service and best-practices in service, sales, social media, e-mail, etc. and be willing to champion change within the Contact Center team
• Understanding of best practice Contact Center Technology for all aspects of the Customer experience, and Microsoft Office Suite
• Very proficient analytical skills to complete quality trending and analysis
• Strong interpersonal communication skills, including coaching, giving clear and direct feedback and mentoring for continuous improvement
• Demonstrated ability to work well in a team environment.

goeasy is committed to ensuring that reasonable accommodations are made available to persons with disabilities during the recruitment, assessment and selection processes and, in consultation with job applicants, provides reasonable accommodations upon request.