Quality Specialist – Bilingual Customer Operations

About the role

We are seeking a bilingual Quality Specialist to ensure that our customer service agents deliver service that meets the company’s high standards. The role focuses on monitoring calls and emails, providing feedback, and supporting continuous improvement in a dynamic, international call‑center environment.

Key responsibilities

• Monitor and analyze consultant calls and review emails for accuracy and adherence to handling standards.
• Verify that agents provide correct solutions and maintain a high level of customer service.
• Record evaluations using departmental quality monitoring tools.
• Deliver coaching and constructive feedback to agents on both call and email performance.
• Provide regular performance reports to the Specialist and Manager.
• Participate in the development and refinement of quality monitoring forms and standards.
• Analyze data and create action plans (AP) to drive performance improvements.

Required profile

• Excellent analytical and problem‑solving abilities.
• Strong communication and organizational skills.
• Fluent in French and English at C1 level (written and spoken).
• Willingness to coach and give constructive feedback regularly.
• Experience in the automotive industry is a plus.

Required skills

• Proficiency with Microsoft Office (Word, Excel, PowerPoint).

What we offer

• Full‑time permanent contract with health insurance and transportation benefits.
• Clear growth path to enhance professional experience.
• Stimulating international work environment with diverse teams.