Loading...
Mid LevelFull-timeRustGo
Salary Range
$72,250 - $97,750 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a Bilingual Quality Assurance Team Lead to oversee and elevate service quality across our customer support function, with a strong focus on supporting our Francophone team. This role is responsible for monitoring and auditing interactions, identifying performance gaps, ensuring compliance with company standards, and driving continuous improvements that enhance customer satisfaction.
Key Responsibilities
- →Lead the evaluation of agent performance using established quality frameworks, scoring models, and audit processes.
- →Identify service gaps, operational risks, and compliance trends through regular audits and data analysis.
- →Deliver actionable feedback, coaching, and quality insights to support teams and leadership to drive performance improvements.
- →Ensure consistency in customer experience, brand tone, and resolution quality across all channels.
- →Track, analyze, and report on quality metrics, audit results, and key performance indicators to management.
- →Partner with operations and support teams to design and implement continuous improvement initiatives that enhance customer satisfaction.
- →Maintain comprehensive documentation, audit records, and quality standards to ensure regulatory compliance and process integrity.
- →Prepare ad hoc reports and insights for management and cross-functional teams as required.
- →Provide strategic recommendations to management on areas for improvement, leveraging audit findings and customer feedback.
- →Monitor and audit interactions across all customer support channels to uphold and enhance service quality standards.
Requirements
- ✓Solid understanding of all processes carried out by the Customer Support department.
- ✓Demonstrate emotional intelligence and professionalism when providing constructive performance feedback.
- ✓Strong written, verbal, and nonverbal communication skills, along with keen attention to detail.
- ✓Problem-solving abilities to develop effective strategies for improving service quality.
- ✓Tertiary education in Marketing, Communications, Business Management, or a related field is preferred.
- ✓5+ years of experience in customer service, quality assurance, or a related support function, with progressive responsibilities.
- ✓Prior experience in Fintech or Financial Services is highly desirable.
- ✓Strong proficiency with Google Workspace, CRM platforms, and the ability to quickly adapt to new tools and systems.
- ✓Exceptional communication, collaboration, and interpersonal skills, with a proven ability to provide constructive feedback and coach teams.
- ✓Strong analytical and problem-solving skills, with a focus on identifying trends, risks, and opportunities for process improvement.
- ✓Demonstrated ability to drive quality initiatives, maintain compliance standards, and support operational excellence.
- ✓Fluency in French and English is mandatory for this role.
Free to sign up. Takes 30 seconds.
