Skip to main content
Claims Mast

Call Center Quality Specialist - Bilingual

The Quality Specialist ensures all customer interactions, from point of sale/enrolment to post sale at customer service and claims time, are done in accordance with established operational processes and procedures and regulatory guidelines, providing the best overall customer experience.

  • Monitor customer experience through call listening (sales, retention, claims) and data audits (claims, service requests etc.)
  • Measure each interaction for accuracy and compliance with established quality guidelines and requirements.
  • Review and/or score agent calls/audit claims using standard metrics and guidelines
  • Track QA scores, provide reporting (internal or external/client), documenting pertinent information (trends/opportunities) in a clear and concise manner
  • Participate in internal or external call listening and call calibration sessions
  • Additional support (e.g. internal or client audits, complaint, escalation process etc.)
  • This is a Remote Position.

Basic Qualifications:

  • High School diploma or equivalent.
  • Minimum 1-year related experience in a customer service environment and/or quality assurance field
  • Work experience with MS Office programs (Excel, Word) Bilingual Quality Specialist
  • Fluent in French and English (written & oral)
  • Opportunity to work remotely

Other Requirements:

  • Call quality platform experience an asset
  • Comfortable working in a fast-paced, deadline driven environment, and quick to adapt to changes within the job
  • Strong interpersonal and communication (written and verbal) skills
  • Strong organizational and time management skills
  • Attention to detail
  • Ability to demonstrate initiative

Join our talent community

Get discovered. Introduce yourself, and we'll get in touch if there's a role that seems like a good match.

Join Now