Bilingual Quality Assurance Specialist (French/English)

Are you passionate about helping people achieve greatness and unlock their potential, providing examples of high-level efforts in the quality role, have a strong attention to detail and critical decision-making skills? If yes, this position is for you! You’ll join the Call Center Operations Team, where we will work to provide continued growth at the NSSC as well as onboard and train new hires through trend analysis, and call monitoring to name a few.

What will you do as a Quality Assurance Specialist?

• Participate in the design and content of QA Scorecards.
• Perform call and email monitoring and provide trend data to site management team.

• Assist the Team Manager, Performance and Quality Assurance in building and facilitating training for new hires in the NSSC as well as continued education where necessary.
• Provide feedback and suggestions to front line team members on how to provide the best possible customer experience and improve their results.
• Compile and track QA performance at team and individual level.

• Use your voice to advocate for customer and business needs.
• Provide actionable data to various internal support groups as needed.
• Coordinate and participate in call calibration sessions within the team and with the leadership teams of various NSSC departments.
• Provide feedback to the leadership teams of various NSSC departments.
• Assist the Team Manager, Performance and Quality Assurance with the completion of various internal tracking reports daily (i.e. Audit Results Report, Training Updates, etc.)
• Provide insight and recommendations for changes to existing policies, procedures and/or workflow processes

• Assist the Manager, Performance and Quality Assurance with the implementation of new (and changes to any) policies and procedures in a live environment fluidly so that workflow is not disrupted

What are we looking for?

• Strong interpersonal communication skills, including coaching, giving clear and direct feedback, and mentoring for continuous improvement.
• Expert understanding of the principles of great customer service and best practices in Service, Sales, or Collections and be willing to champion change within the NSSC team.
• Reflect a positive and mature attitude towards teammates, peers, other employees
• Ability to present to large groups.
• High level of computer literacy and strong understanding of NSSC technology for all aspects of the customer experience, Microsoft Office Suite, Salesforce and Wealthview.
• Proficient analytical skills to complete quality trending and analysis.
• Flexibility to pivot easily with an ever-changing business.
• Highly developed oral and written communication skills.
• Able to work under pressure and in a fast-paced environment.
• Ability to plan, multi-task and manage time effectively while maintaining attention to detail.
• Strong problem solving and critical thinking skills.
• Able to balance making decisions independently as well as being open minded to other opinions.
• Able to interact with frontline team members and management.
• Bilingual (French/English)