Under the supervision of the operations manager and in collaboration with the management team, the quality agent will be responsible for evaluating, measuring and documenting a sample of calls in order to ensure compliance with quality standards. The quality agent will also be called upon for training, to offer support to advisers, for integration or for the integration of new advisers. He will have to share any initiative to achieve the various objectives of the campaign.

HERE IS AN OVERVIEW OF YOUR WORK DAY

• Evaluate and analyze the quality of incoming and outgoing calls (pre-recorded calls and / or live listening).
• Perform individual and / or group feedback sessions.
• Share initiative aimed at improving quality.
• Participate in internal calibration sessions and with our partner.
• Assist our partner in listening and analyzing calls as needed.
• Participate in the analysis of listening assessment results.
• Related administrative tasks such as quality analysis.
• Participate in training and integration of new agents.
• Take calls if needed.

YOU ARE THE PERSON WE ARE LOOKING IF YOU HAVE

• Good communication skills
• Bilingualism essential (French and English).
• Excellent knowledge of Excel software.
• Flexible availability
• Excellent organizational and time management skills
• Good stress management
• Analytical mind
• Autonomy

By applying for a position with GEXEL, you understand that, should ou be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with GEXEL’s employment policies.   Background checks may include some or all the following based on the nature of the position: SIN validation, Work Permit, employment verification, credit and criminal checks regarding criminal offence in connection with the position offered.  You will be notified during the hiring process which verification is required by the position.  We thank you for your understanding and wish you luck in the process.