About the Company
Concentrix is a global leader in customer experience (CX) solutions and technology, driving success for over 100 Fortune Global 500 clients. We craft, deploy, and manage the entire CX journey for major brands across the globe, focusing on customer satisfaction and operational excellence. We believe in harnessing innovation and technology to deliver exceptional service and foster a collaborative, dynamic work environment. Join our team and be part of a company that values growth, diversity, and making a real impact.
Job Description
We are seeking a detail-oriented and highly motivated Online Quality Assurance Specialist to join our remote team. In this role, you will be responsible for monitoring and evaluating customer interactions and operational processes to ensure adherence to quality standards, client requirements, and company policies. This is a critical role that contributes directly to enhancing our service delivery and maintaining the high-quality experience our clients and their customers expect. This is a 100% remote position, offering the flexibility to work from your home office in Montreal.
Key Responsibilities
- Conduct thorough and objective evaluations of customer interactions (e.g., calls, chats, emails) against predefined quality guidelines and rubrics.
- Identify trends, areas for improvement, and best practices in agent performance and operational workflows.
- Provide constructive feedback and coaching recommendations to team leads and agents to enhance service quality.
- Participate in calibration sessions to ensure consistency in quality scoring across the team.
- Prepare comprehensive quality reports and analyze data to highlight performance metrics and areas requiring attention.
- Collaborate with training and operations teams to develop and refine quality standards and training materials.
- Stay updated on client product knowledge, service updates, and changes in policy to accurately assess performance.
- Contribute to the continuous improvement of the QA process and tools.
Required Skills
- Proven experience in a Quality Assurance role, preferably within a contact center or BPO environment.
- Exceptional listening, written, and verbal communication skills in English (French is a strong asset).
- Strong analytical skills with the ability to interpret data and identify actionable insights.
- High attention to detail and accuracy.
- Proficiency in using quality monitoring systems and standard office software (e.g., MS Office Suite, Google Workspace).
- Ability to work independently in a remote setting and manage time effectively.
- Strong ethical conduct and ability to maintain confidentiality.
Preferred Qualifications
- Bilingualism (English and French) is highly preferred.
- Experience with CRM software and customer service platforms.
- Certification in Quality Assurance methodologies (e.g., Lean, Six Sigma foundations).
- Familiarity with various communication channels (voice, chat, email, social media).
Perks & Benefits
- Competitive annual salary.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holidays.
- Employee assistance program.
- Opportunities for career growth and professional development within a global company.
- Fully remote work model with flexible hours.
- Supportive and inclusive company culture.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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