Quality Assurance Analyst Bilingual Opportunity

Become a Quality Assurance Analyst at CI Financial, where you will ensure service excellence by evaluating customer interactions. This hybrid role focuses on monitoring calls and developing the team’s skills.

You will assess and document the performance of Customer Service Associates, while providing coaching and mentoring to promote best practices. Your insights will be used in team meetings to discuss service trends and feedback, allowing you to play a crucial role in enhancing customer engagement. Bilingual skills in French and English will support your interactions across the team.

Key Responsibilities:
• Conduct quality evaluations of customer interactions
• Provide feedback and coaching to improve service delivery
• Analyze performance data for trends and insights
• Support the training and onboarding of new hires
• Present findings to inbound management

Requirements:
• Fluency in French and English
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