Bilingual Training & Quality Assurance Specialist

About the role

The Training & Quality Assurance Specialist will drive agent performance by delivering structured training, conducting rigorous quality audits, and providing continuous coaching. Working remotely, you will ensure every customer interaction meets the company’s quality standards in both English and French.

Key responsibilities

• Perform high‑quality audits of voice, email and chat interactions in English and French, identify performance gaps and deliver actionable coaching.
• Lead calibration sessions for on‑shore and off‑shore teams to maintain scoring consistency.
• Analyze quality data to uncover trends, root causes and recommend improvements.
• Facilitate onboarding and refresher training programs, ensuring new hires transition smoothly to production.
• Design, develop and continuously update training materials such as facilitator guides, presentations and learning modules.

Required profile

• Secondary school diploma; post‑secondary education in adult learning or training is a plus.
• Excellent written and verbal communication in English and French.
• Minimum 2–3 years of contact‑centre experience, with a strong understanding of quality assurance and customer‑service standards.
• Previous experience in training, coaching or quality assurance is preferred.

Required skills

• Familiarity with contact‑centre platforms such as Salesforce, Alpha and Eway.

What we offer

• Associate discount
• Health and dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & development programs