QA Specialist

  • Category
    Office, clerical & administrative - Operations
  • Job type
    Direct Hire
  • Location
    Ottawa, Ontario

Adecco is currently hiring for a Bilingual Quality Assurance Specialist. This is a Permanent Position in a Contact Centre in Ottawa.

 Responsibilities:

Reporting to the Senior Manager, Operational Support, Contact Centre Quality Assurance (QA) Specialist is responsible for conducting quality assurance on the delivery of relocation services, communicating the results and providing recommendations on elements that can be replicated, improved or enhanced.

The Contact Centre QA Specialist works in close collaboration with the Operations team monitoring our Agent’s communication activities across various contact types such as email, live and recorded calls and video chats, against established standards.

With strong analytical skills and a keen eye for detail, the QA Specialist reviews relocation files including budget and expense management for adherence to relocation policies and internal practices.

The QA Specialist will complete reports to brief the Senior Manager, Operational Support on the results of the audits.

To be successful in this role, the QA Specialist must be familiar with the Relocation Directives internal processes, customer-facing systems and the internal software used by Agents to conduct their daily tasks. In addition, the QA Specialist must have excellent communication skills and be a flexible, innovative and creative person, who embraces change, consistently looks for better ways of delivering the work, and thrives in a fast-paced environment.

Skills and Qualifications:

Propose recommendations to enhance audit templates and reports Conduct audits on relocation files including monitoring Agent communication Document audit results Deliver audit results Investigate and track member complaints and non-conformance issues and log final outcome/resolution Recommend corrective and preventive action to identified issues Participate in regular calibration meetings with the Operations and Training teams to provide recommendations to harmonize quality standards Draft quality assurance procedures

Bilingual required Post-secondary education preferred, in a field such as administration, finance or communication Ability to deliver information with tact and diplomacy A minimum of 3-5 years of experience in Quality Assurance, preferably in Contact Centers with at least 75 employees Strong quantitative, analytical and technical aptitudes Ability to define problems, collect data, establish facts and draw valid conclusions Attention to detail, strong organizational skills and time management Solid working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.) Results orientated with the ability to prioritize, drive and achieve results Excellent interpersonal skills and enjoy sharing feedback to help people improve

If you are interested in this Bilingual Quality Assurance Specialist job in Ottawa apply by clicking the “Apply now” button below. You may also call the branch directly at 613-599-3151 x 231 to speak to Melanie Chapman directly. Melanie.chapman@adecco.ca

 

B1956

 

  • Apply with Adecco

Reference number CA_EN_1_021956_12197381

Accommodation will be provided in all parts of the hiring process as required under Adecco’s Employment Accommodation policy. Applicants will need to make their needs known in advance to their Adecco representative.

Someone from Adecco/Roevin just contacted me, how do I tell if it’s legit or a scam? Here's how to protect yourself →