Support Quality & Training Officer

Job Description

Requirements

• Fluency in French and intermediate-level English.
• A Bachelor's degree in any discipline.
• At least 1 year of experience as a Customer Support Representative.
• 3 years of experience as a Quality & Training Officer.
• Proficiency with Excel, Office Suite, Periscope, and Front.
• Strong knowledge of customer service processes.
• Strong abilities to monitor and conduct training.
• You can discern priority tasks.
• Demonstrate tenacity and willingness to go the distance to get something done.
• Comfortable defaulting to over-communication and overreaching when it comes to coordination.
• Excessively detail-oriented and seek to achieve excellence in everything you do.
• Client-oriented with strong interpersonal skills.
• Tech-savvy.
• Available every day of the week, including weekends, if necessary.
• Significant experience training large teams.

Responsibilities

• Develop customer support training materials including digital presentations, manuals, and instructional videos.
• Monitor, evaluate, and score inbound calls against established quality assurance instruments and standards.
• Prepare procedures and policies regarding sales techniques and the appropriate support representatives.
• Schedule and conduct training sessions on various customer support topics to prepare and support new employees.
• Train experienced employees on new or updated customer support procedures to improve performance.
• Observe the daily operations of customer support employees and identify any areas of improvement.
• Liaise with team leaders and managers to conduct on-the-job coaching.
• Measure the effectiveness of training sessions and prepare individual or team progress reports.
• Ensure employees maintain productivity and high levels of customer satisfaction.
• Use a quality monitoring data management system to compile and track performance at team and individual levels.
• Provide verbal and written feedback to support representatives monthly and as appropriate.

Benefits

• Competitive salaries calculated using a transparent formula.
• Generous health insurance for yourself and your dependents.
• Generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized child care.
• Gym memberships and fitness class subsidies.
• Airtime reimbursement.
• Free food and a beautiful office space.