Job Details

Training & Quality Assurance Specialist

The Training & Quality Assurance Specialist is accountable for driving agent performance through structured training, rigorous quality assurance practices, and continuous coaching. This role ensures all customer interactions meet defined quality standards, deliver accurate information, and provide complete, solution-oriented service.

The incumbent is expected to proactively identify performance gaps, influence behavior change, and contribute directly to the improvement of customer experience and operational effectiveness.

Specifically, you will:

Quality Assurance:

• Conduct consistent, high-quality audits of customer interactions across voice, email, and chat channels in both English and French, ensuring adherence to established quality standards and processes.
• Identify performance gaps and deliver clear, actionable coaching to agents, team leads, and managers to improve quality outcomes.
• Lead and facilitate calibration sessions across onshore and offshore teams, ensuring scoring alignment and driving consistency in evaluation standards.
• Analyze internal and external quality data to identify trends, root causes, and recurring gaps, and translate findings into actionable recommendations.

Training:

• Facilitate onboarding programs and refresher training, ensuring all content is delivered effectively and aligned to business standards.
• Provide ongoing coaching and support to new hires, ensuring successful transition from training to production and readiness to meet performance expectations.
• Design, develop, and continuously improve training materials, including facilitator guides, presentations, and learning modules.

Some of what you need:

• Secondary school diploma required.
• Post-secondary education in adult learning, training, or a related field (preferred).
• Excellent written and verbal communication skills in both English and French (Preferred).
• Strong understanding of quality assurance practices and customer service standards within a contact centre environment.
• Familiarity with contact centre systems (e.g., Salesforce, QA tools, order systems, Alpha, Eway) is an asset.
• Knowledge of adult learning principles is an asset.
• Minimum 2–3 years of contact centre experience (required).
• Previous experience in training, coaching, or quality assurance (preferred).

Physical demands/working conditions:

• This is a remote role.

Some of what you will get:

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more...