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Job Responsibilities : Bilingual Quality Analyst (French/English)

Salary : $22 – $24 an hour

Company : S&P Data LLC

Location : RemoteCA

Educational requirements : High School

Responsibilities

  • 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
  • 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
  • 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

Skills

  • 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

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