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Quality Assurance Specialist - Call Center

Business Unit:  Cash Services
Career Area:  Operations and Administration
Location: 

Montréal, Quebec, CA

Quality Assurance Specialist

GardaWorld Cash Services is hiring a Quality Assurance Specialist, to join its cash management team.

 

This role works closely with the Manager, Retail Client Support. The Quality Assurance Specialist be responsible to monitors case activity, toDocument and score interactions based on established objective and subjective metrics. The Employee is responsible to score an established number of cases per month. This role will act as a resource to the Support Center to resolve level 3 issues from case discovery to root cause. The employee will interact with all levels with the organization to resolve repeat problems and implement full solutions that will prevent reoccurrence.

 

What you will be doing

  • Quality assure predetermined number of support cases monthly;
  • Document quality audits in detail;
  • Present quality audits to Support Center leaders;
  • Resolve level 3 escalations and implement processes to prevent reoccurrence;
  • Maintains monitors in a confidential manner and alerts management of trends or variance;
  • Recommends quality and process improvements based on audit findings
  • Exhibits understanding of policies and procedures and conveys accurate information with internal and external contacts; 
  • Demonstrates a professional and positive demeanor;
  • Reports daily activity and generates monthly summary to leadership.

 

Your profile

  • Minimum of one year as a quality analyst in a call center.
  • Associate's degree (A.A.) or any related field 
  • Leadership and problem solving skills
  • Excellent communication and writing skills 
  • Great team player
  • Bilingual (asset)
  • Ability to perform in a changing and fast paced environment
  • Confident and assertive by nature
  • Strong knowledge of Excel and Microsoft Office is a must
  • Understands and anticipates industry trends 
  • Quick learner and detail oriented
  • Results oriented

 

What we’re offering

  • Competitive salary and benefits
  • Dynamic and entrepreneurial environment that encourages innovation and development
  • International company offering several long-term career opportunities

GardaWorld: Make the world a safer place

GardaWorld is a global leader in the security industry, offering a wealth of opportunity to individuals looking to gain experience and develop professionally in a growing industry. We offer flexible schedules, diverse work assignments spanning multiple industries, and training and career advancement opportunities. We embrace diversity and welcome newcomers, women, students, retirees, reservists, veterans, and more to join our team, as we are proud to be an equal opportunity employer.


We thank all candidates for their interest; however, we will communicate only with the selected candidates.


Job Segment: Call Center, QA, Quality Assurance, Customer Service, Quality, Technology, Sales

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