Support Quality & Training Officer
Skills
About the Role
You will develop customer support training materials including presentations, manuals, and instructional videos. You will monitor, evaluate, and score inbound calls against established quality standards and ensure support representatives follow standard operating procedures. You will prepare procedures and policies related to sales techniques and support workflows, schedule and run training sessions for new hires, and train experienced employees on updated processes. You will observe daily operations to identify improvements, liaise with team leaders and managers to provide on‑the‑job coaching, measure training effectiveness, compile performance data, and prepare progress reports. You will provide regular verbal and written feedback to representatives and work to maintain productivity and high levels of customer satisfaction.
Requirements
- Fluent in French with intermediate proficiency in English
- University degree or relevant experience in customer service
- 1+ year of experience as a Customer Support Representative
- 2+ years of experience as a Quality and Training Officer including monitoring performance and delivering training programs
- Proficient in Excel
- Proficient in Microsoft Office Suite
- Proficient in Periscope
- Proficient in Front
Responsibilities
- Develop customer support training materials
- Monitor and evaluate inbound calls against quality standards
- Prepare procedures and policies for sales techniques and support workflows
- Ensure support representatives adhere to quality assurance standards and standard operating procedures
- Schedule and conduct training sessions for new employees
- Train experienced employees on new or updated support procedures
- Observe daily support operations and identify areas for improvement
- Liaise with team leaders and managers to provide on‑the‑job coaching
- Measure training effectiveness and prepare individual and team progress reports
- Compile and track performance using a quality monitoring data management system
- Provide verbal and written feedback to support representatives regularly
- Monitor employee productivity and maintain high customer satisfaction
Benefits
- Generous health insurance for employee and dependents
- Generous parental leave (26 weeks for mothers, 4 weeks for fathers)
- Subsidized child care on return to work
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food
- Beautiful office space