Bilingual Training & Quality Assurance Specialist

Conduct consistent, high-quality audits of customer interactions across voice, email, and chat channels in both English and French, ensuring adherence to established quality standards. Identify performance gaps and deliver clear, actionable coaching to agents, team leads, and managers to improve quality outcomes. Lead calibration sessions across onshore and offshore teams to ensure scoring alignment and drive consistency in evaluation standards. Analyze internal and external quality data to identify trends and translate findings into actionable recommendations. Facilitate onboarding programs and refresher training, design learning modules, and provide ongoing support to new hires. This remote role requires a secondary school diploma, two to three years of contact centre experience, and strong bilingual communication skills.