Job: Bilingual (English/French) Quality Assurance Specialist

Pre-requisites:

• O.S.S.D or equivalent
• Minimum 6 months of previous call centre experience with demonstrated success in the following areas
  • Excellent quality
  • Script Adherence
  • Excellent Data Capture
• 3 months experience Simpro programs
• Ability to work variable shifts – based upon business requirements
• Demonstrate proficiency in French and English

Broad Function:

• To insure all quality process are being followed at the agent level
• To monitor and report quality scores on inbound and outbound agents

Direct Reports

• None

Knowledge Requirements:

• Excellent computer knowledge
• General knowledge of direct marketing and customer service practices
• General knowledge of Quality Processes

Skills Requirements:

• Excellent Computer proficiency  
• Excellent Communication Skills both verbal and written English and French.
• Excellent Interpersonal Skills
• Excellent Active Listening Skills
• Minimum typing speed of 35 W.P.M.
• High degree of accuracy in data capture
• High degree of compliance

Competencies:

• Integrity – Acts with honesty on the phone with customers and throughout the organization.  Provides straightforward discussion of price and payment issues, and is honest in all communications; refrains from being manipulative or obscuring facts. 
• High Standards of Professionalism – Conducts his/her self in a manner that maintains professionalism at all times and expects high standards of professionalism from others.
• Accuracy – Takes care when recording and entering data. 
• Team Work – Teams with peers, team leaders, trainers and quality associates in order to achieve program objectives.
• Organizational Commitment – Demonstrates dedication to the organization and is willing to go above and beyond to meet team objectives.  Is rarely absent and flexible to shift changes as required from time to time.
• Organizational Alignment – Acts in alignment with company policy, mission, vision and values.
• Concern for Quality – Demonstrates the understanding of the impacts of quality on the bottom line and visibly acts to ensure quality in each customer contact.
• Communications – Communicates confidently and with enthusiasm, at an appropriate rate of speech, utilizing proper grammar, key word emphasis, and an appreciative tone.
• Sociability – Desire to interact with others and to project warmth and relate well to a variety of different people.  Able to hold a conversation with customers instead of giving a presentation. 
• High Energy Level – Has a strong work ethic and is able to maintain a fast pace while staying focused in stressful situations.  
• Competitiveness/Motivation – Demonstrates the desire to achieve and surpass goals, work with persistence in the face of obstacles, and thrive in high-pressure situations.
• Concern for the development of others – Demonstrates mentor potential.
• Self Confidence – Believes in their own abilities and approaches work with the expectation of success and an awareness of what is required for success.  Sounds knowledgeable and gains customer trust easily.  Controls calls well.
• Reliability and Trustworthiness – Behaves consistently and predictably, and is dependable in all phases of the sales call.  Is able to gain the trust of customers and prospects.
• Relationship Building – Works to create long term relationships with customers/prospects.
• Seeks Continuous Improvement – Is open and receptive to the feedback from others and desires to improve their own performance.  Accepts criticism constructively and is willing to admit mistakes without blaming others. 
• Mental Agility – Able to respond quickly to customer interruption or interjection.  Flexible enough to deal with multiple issues at the same time, able to maintain constantly high levels of alertness, possesses a broad learning capacity.
• Analysis and Problem Solving – Ability to reason with, analyze and draw conclusions from facts and data.
• Empathy – Understands and displays sensitivity to customer needs and concerns and minimizes customer anxiety and frustration. 
• Understanding of Customer Types – Can perceive and respond to verbal and non-verbal cues, has insight into the reasons underlying the prospect/customer behaviour and is able to analyze and empathize and customize approach.

Primary Activities:

• Monitor agents both inbound and outbound, on-shore and off-shore and provides feedback through scorecard and quality feedback forms
• Provides immediate feedback on Critical errors and applies appropriate actions
• Provide feedback on Compliance to Program Requirements and SLA’s
• Provide quality scores for inbound and outbound agents
• Maintains program Quality Score Matrix Folders
• Prepare score cards for inbound and outbound agents
• Leads Calibration sessions
• Leads Certification sessions
• Follows approved Complaints Management and Resolution Protocol
• Applies APR Benchmarking Process
• Provides insight on trends that will improve efficiencies
• Communicate with call centre operation staff on quality issues
• Provide reports as required
• Verify all product information 
• Communicate with clients on quality issue, and to verify required information
• Answer customer/prospect questions accurately
• Effectively handle customer objections
• Add, edit and delete information, as required,
• Double check accuracy of data entry
• Participate in Departmental and Inter-departmental meetings
• Participate in ongoing training, cross training and coaching initiatives
• Maintain and keep up to date on all Program Requirements and Initiatives

Core Accountabilities:

• Demonstrate proficiency in Quality functions
• Complete minimum 95% of all scheduled hours each month
• Achieve all program targets including, but not necessarily limited to, number of monitoring score cards and calibration session
• Provide  positive and professional quality guidance to operations
• Ensure compliance with all regulatory guidelines and laws
• Comply with all client requirements

The contents of this Position Description Summary may be reviewed from time to time to ensure that the criteria outlined herein continues to accurately describe the specific responsibilities and accountabilities of the role.