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French Canadian Quality Assurance Specialist

Summary

Salary
Competitive
Team
Customer Service and Inside Sales
Location
United States - Chicago Office

About us:

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge - more categories, more locations and more people. Dyson launched in Canada in 2006 with our headquarters in the heart of Toronto, where we’ve been recognized as one of the top employers to work for. In recent years, we’ve expanded our reach and grown exponentially across many teams, from digital and direct, to field sales, and our growing number of Dyson Demo stores.

About the role:

  • The Quality Assurance Specialist supports the Contact Center by facilitating coaching/development initiatives with agents both in office and working remotely as well as monitors customer satisfaction levels through an evaluation process of interactions handled by both voice and digital customer experience teams.
  • This position is responsible for agent coaching and development and providing timely feedback to drive performance and ensure agents are meeting established metrics.
  • The Specialist monitors performance by measuring both quality and accuracy of information provided, adherence to outlined policies and procedures as well as customer service/retention techniques.
  • Monitor performance of Contact Center agents both in office and working
  • remotely
  • Randomly select calls/live chats to remotely monitor for performance
  • evaluation to provide a valid sampling representative of overall performance
  • levels
  • Conducts group monitoring & calibration sessions involving management
  • Consistently provide performance related feedback and coaching to
  • Contact Center agents with a focus on service delivery and process
  • execution
  • Schedule routine coaching sessions with employees to support and drive
  • performance expectations; actively identify developmental opportunities
  • and enhance agent expertise and abilities
  • Demonstrate best practices and conduct coaching conversations that focus
  • on positive reinforcement and skill improvement through on the job training
  • Identify trends in QA to implement process/performance improvements;
  • communicate trends and updates to management and internal partners
  • Document and maintain detailed policies and procedures for department
  • processes; ensure the completion of all required paperwork, records,
  • documents, etc.
  • Other Duties as assigned that fall broadly into the scope of the position

About you:

  • Minimum two (2) year experience in a high-volume customer service environment required
  • Bilingual French Canadian speaking skills required
  • High school diploma or equivalent required
  • Previous experience in quality assurance preferred
  • Prior supervisory or coaching experience preferred
  • Previous sales background/experience a strong plus
  • Proficiency in Microsoft Office Suite required
  • Strong communication skills, both written and verbal are an absolute must
  • Demonstrated proficiency in performance management and effective coaching techniques
  • Ability to understand the Dyson brand and uphold its integrity
  • Developed problem solving skills and the ability to focus attention on details
  • Ability to manage time effectively and meet deadlines and requirements accordingly
  • Strong customer service, organizational & analytical skills
  • Embody the qualities of a reliable, dependent and proactive team member
  • Ability to adhere to call quality and other measured departmental statistics
  • Must be able to work a flexible schedule, including overtime, nights, weekends, and holidays.
  • Some travel may be required

Benefits:

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.

Financial benefits:

  • Dyson Matching RSP contributions
  • Company Paid Life Insurance and Accidental Death and Dismemberment (AD&D)
  • Short-Term and Long-Term Disability
  • Employee Referral Program
  • Generous Dyson Product Discounts

Lifestyle benefits:

  • Competitive Paid Time Off including Floater Holiday, Sick, and Vacation Time
  • Generous Maternity Leave Program
  • Employee Assistance Program

Health benefits:

  • Medical, Dental and Vision Coverage Options

Dyson is committed to fostering an inclusive and accessible environment that reflects the diversity of the community in which we live. If requested, we will provide reasonable accommodation during the recruitment process for persons with disabilities. Contact us at americas.talentacquisition@dyson.com for more information. Dyson is an Equal Opportunity Employer.
 


At Dyson, it's about more than our machines. We recognise that our success comes from our inventive people. We believe in including everybody and supporting you on your journey with us

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate. 

Closing date: 31 December 2021