Spécialiste qualité et formation / Quality and Training Specialist

Akelius • Montreal, QC

6d

About The Position

The Quality & Training Specialist supports high service standards across customer service and facilities operations. This role is responsible for quality audits, coaching team members, supporting onboarding and training, and identifying opportunities to improve the customer and resident experience.

Requirements

• 2–3 years of experience in customer service, operations, quality assurance, training, or coaching
• Strong communication, coaching, and analytical skills
• Excellent attention to detail and organizational skills
• Knowledge of French is required for positions permanently located in Quebec
• The company has French-speaking and English-speaking clients in Quebec and must therefore use both languages regularly in communicating with its clients.

Nice To Haves

• Experience with customer service platforms, Microsoft Office, and work order systems is an asset
• Post-secondary education in business, communications, or a related field is considered an asset

Responsibilities

• Conduct quality audits of customer service interactions, work orders, and facilities service delivery
• Monitor communication standards, issue resolution, response times, and service quality
• Document audit findings, maintain quality scorecards, and prepare reports on trends and improvement opportunities
• Provide coaching and feedback to customer service representatives and support performance improvement initiatives
• Support onboarding, refresher training, and workshops for customer service employees
• Assist with training materials, quality guidelines, and process documentation
• Collaborate with customer service and facilities leadership to improve processes and customer experience
• Recognize and reinforce strong customer service performance and best practices

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree