Quality Coordinator II French Bilingual

ABOUT THE POSITION

The Customer Care team is known for the relentless improvement of the customer experience-always striving for a better, faster, easier and memorable experience. The customer is at the center of everything we do.

The Quality Coordinator II role will analyze and evaluate data, follow quality assurance standards and processes. Provide recommendations to evolve and deliver best in class customer experience within our local and global contact centers. Responsibilities include identifying areas of opportunity for team and individual performances, assisting in the coaching and calibration process with leadership, and reviewing both agent and customer feedback to identify improvement initiatives. Develop agent conversation tools to deliver on memorable customer experiences.

HOWYOU'LLMAKE A DIFFERENCE

• Evaluates chat, phone, and email conversations, providing recommendations on how to leverage different evaluation methods to improve performance.
• Analyzes contact center performance metrics to identify process and conversation opportunities. Assists with project initiatives to adjust process and recommend improvements within Customer Care.
• Provides constructive and detailed feedback to support leaders with the coaching and development of their teams. Assists leaders in coaching their teams as requested.
• Actively participates in the quality review calibration process for multiple contact center locations.
• Reviews, quantifies, and qualifies the feedback from both customers and contact center agents to identify areas of improvement.
• Develop reporting to identify wins, trends and opportunities regarding agent performance.
• Performs other duties as assigned.

YOU ARE

• Professional, discrete with strong work ethic.
• Detail oriented with a high level of accuracy when completing work.
• Objective with evaluation and analysis, focusing on facts and data.
• Strong oral and written communication skills.
• Critical thinker, problem solver, productive, timely and organized.
• Able to work independently and collaboratively to meet goals and metrics and work effectively under pressure
• Organized, able to successfully prioritize work, logically develop work plans, troubleshoot, solve problems, and make logical decisions.
• Inclusive, skilled in building relationships and trust with all stakeholders.
• Proficient in Microsoft Office applications including creating reporting, analysis and presentations.

YOUHAVE

• Proficient French and English speaking and writing skills
• High School Diploma or equivalent experience.
• 2 years of professional experience, QA experience preferred
• Experience with Microsoft Office applications: Excel, Word, PowerPoint, and Outlook, Teams and SharePoint.
• Outstanding customer service skills and demonstrated experience, strong interpersonal and public speaking skills.
• Excellent decision-making and problem-solving skills.
• Previous Quality Assurance Contact Center experience a plus with basic knowledge of research methodologies which includes analysis of call and chat recordings.
• Courses or certifications in CX or data analysis or Contact Center Quality experience is preferred.

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This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.