About the role

We’re looking for a QA Associate to monitor and evaluate customer service interactions, ensuring high quality, compliance, and strong performance against key KPIs. In this role, you’ll provide actionable feedback and coaching, analyze customer insights, and report on trends to drive continuous improvement. You’ll also collaborate across teams to enhance processes, develop training materials, and elevate the overall customer experience.

What you'll be doing

• Aim to ensure that every product or service a company provides meets a certain set of standards which they determine based on customer expectations
• Develop documentation detailing company standards which employees are expected to adhere to
• Convey communications and policies on behalf of an organization
• Adhere to laid down internal policies, procedures, and processes
• Responsible for auditing internal and external processes and constantly improving their reliability based on business needs/customer experience
• Perform Omnichannel monitoring and provide trend data to the management team
• Provide actionable data to various internal support groups as required
• Coordinate and facilitate call calibration sessions for the Customer Care staff
• Coordinate and facilitate refreshers for the Customer Care staff through TNI (Training Needs Identification & Analysis)
• Provide feedback to the Customer Care Team Leaders and/or managers

What you'll bring

• 2+ years’ experience in a Customer Service role
• Experience as a QA Associate would be considered as a plus
• Must be a self-motivator, a self-starter, and dynamic
• Fluent in written and spoken French (fluent in other languages will be an added advantage: Portuguese and Spanish)
• Fluent in written and spoken English
• Excellent communication (verbal and non-verbal), presentation and organizational skills
• Excellent logical and analytical reasoning
• Excellent problem-solving skills
• Excellent Customer Care skills and dedication to providing an exceptional customer experience
• Strong ability to multitask and successfully operate in a fast-paced team environment
• Strong ability to quickly adapt to changes and successfully set and adjust priorities as needed by the business
• Strong time management skills
• Good MS Excel skills (intermediate with MS Word)
• A fast learner who can work with set targets