Call Auditor – QA(French/English)

Position Summary

The Call Auditor will be responsible for monitoring and evaluating the quality of customer interactions to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.

Key Responsibilities:

• Call Monitoring: Listen to a set number of calls per day for each customer service representative, identifying areas of service delivery that did not meet pre-established performance standards within the call centre.
• Quality Assurance: Conduct regular audits of customer service representatives’ phone interactions and provide comprehensive feedback on their performance.
• Reporting: Prepare and present quality reports to management, providing regular updates on customer service representatives’ performance and suggesting potential areas for improvement.
• Training and Coaching: Train and coach customer service representatives based on the findings from the monitoring process to improve their customer service skills and knowledge.
• Policy Adherence: Ensure all interactions between customer service representatives and customers are in compliance with the company’s policies, procedures, and legal requirements.

Skills and Qualification Requirements:

• Proficiency in both English and French languages.
• Minimum of a Diploma, preferably a degree.
• Prior experience in a call center or customer service environment.
• Strong communication and interpersonal skills.
• Ability to analyze data and generate comprehensive reports.
• Proficiency in Microsoft Office Suite and call center software.
• Ability to provide constructive feedback and coaching.
• This role requires a keen eye for detail, excellent communication skills, and a thorough knowledge of customer service principles and practices.
• The ideal candidate should be a team player and able to work under minimal supervision.