Quality Assurance Specialist – Customer Service

About the role

The Quality Assurance Specialist will monitor and improve the quality of customer interactions across all of GDI’s online service channels. You will evaluate performance, deliver constructive feedback, and provide actionable recommendations that drive agent development, customer satisfaction, and operational excellence.

Key responsibilities

• Implement, operate, and continuously update GDI’s quality management software.
• Evaluate customer interactions across chat, email, phone, and social media.
• Provide clear, actionable feedback and improvement recommendations to agents and team leaders.
• Identify performance trends, gaps, and root causes that affect quality and satisfaction.
• Own QA tools and reporting, documenting results and sharing insights.
• Organize and lead calibration sessions with team leaders.
• Create and maintain continuous‑improvement initiatives for the overall customer experience and operational performance.

Required profile

• 3+ years of experience in a Quality Assurance role, preferably auditing customer interactions.
• Proven ability to coach agents and drive performance improvement.
• Strong understanding of omni‑channel customer service operations.
• Comfortable with technology and quick to learn new QA tools and systems.
• Excellent written and verbal communication skills in both French and English.
• Strong analytical ability, sound judgment, attention to detail, and a collaborative mindset.

Required skills

What we offer

• Performance‑driven bonuses.
• Group retirement savings program with employer matching.
• Flexible group insurance with personalized coverage.
• Employee discount at Garage and Dynamite stores.
• Exclusive private sample sales.
• Flexible vacation policy.