Our Financial Services client is seeking a Quality Insights & Operations Contractor (Bilingual French/English) for a 12-month contract. This newly created role focuses on bridging the gap between customer interactions and customer experience, ensuring actionable insights are shared and implemented to enhance service quality and customer satisfaction.
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Location: Hybrid
Remote: Mondays and Fridays
Onsite: 3 days in office (Tues-Thurs) - downtown Toronto near Union Station
Advantages
This role offers the flexibility of a hybrid work environment, allowing you to work remotely on Mondays and Fridays while collaborating in-office 3 days a week (Tues to Thurs) at a conveniently located office in downtown Toronto.
This role offers the opportunity to make a significant impact on customer experience by transforming insights into actionable improvements. You will work as part of a dynamic, cross-functional team within the broader Customer Service and Support division.
Responsibilities
Key Responsibilities:
Support Quality Monitoring Operations: Collaborate cross-functionally with business teams to ensure a seamless feedback loop between Customer Service, the quality service team, and intent owners.
Customer Insights and Feedback: Analyze customer interactions, including calls and chats, to identify trends, sentiment, and areas for improvement. Share actionable feedback with stakeholders to enhance the customer experience.
Monitor and Implement Changes: Ensure that changes in business processes are accurately conveyed and sentiment is understood, helping to refine operations based on customer insights.
Guide Quality Assessors: Provide direction to Quality Assessors on identifying outliers, trends, and patterns in customer feedback. Conduct agent resource reviews and findings to improve service quality.
Stakeholder Engagement: Present findings and recommendations to both technical and non-technical audiences, including senior leaders. Convey complex insights in an engaging and clear manner.
Customer Sentiment Analysis: Monitor and report on customer sentiment for new intent rollouts, ensuring feedback is used to drive improvements.
Voice of the Customer: Participate in customer calls and analyze feedback to understand customer sentiment and ensure it aligns with quality expectations.
Qualifications
Key Skills and Qualifications:
Fluency in English and French (required to support quality perspectives from French-speaking customers).
Strong attention to detail and the ability to synthesize data.
Analytical skills with experience in insights-driven analysis.
Prior experience in customer service or as a customer advocate is advantageous.
Process improvement experience and familiarity with financial services are preferred.
Excellent communication and stakeholder management skills to effectively convey insights and recommendations.
Experience working in quality operations, process management, or as an insights manager is highly beneficial.
Preferred Experience:
Working in the financial industry.
Supporting operations, complaints management, or third-party delivery sites.
Familiarity with Lean Six Sigma methodologies and agile environments.
Summary
If you are passionate about using customer insights to drive meaningful change and improve service quality, we encourage you to apply. Please submit your resume along with a brief cover letter highlighting your relevant experience.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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Our Financial Services client is seeking a Quality Insights & Operations Contractor (Bilingual French/English) for a 12-month contract. This newly created role focuses on bridging the gap between customer interactions and customer experience, ensuring actionable insights are shared and implemented to enhance service quality and customer satisfaction.
Location: Hybrid
Remote: Mondays and Fridays
Onsite: 3 days in office (Tues-Thurs) - downtown Toronto near Union Station
Advantages
This role offers the flexibility of a hybrid work environment, allowing you to work remotely on Mondays and Fridays while collaborating in-office 3 days a week (Tues to Thurs) at a conveniently located office in downtown Toronto.
This role offers the opportunity to make a significant impact on customer experience by transforming insights into actionable improvements. You will work as part of a dynamic, cross-functional team within the broader Customer Service and Support division.
Responsibilities
Key Responsibilities:
Support Quality Monitoring Operations: Collaborate cross-functionally with business teams to ensure a seamless feedback loop between Customer Service, the quality service team, and intent owners.
...
Customer Insights and Feedback: Analyze customer interactions, including calls and chats, to identify trends, sentiment, and areas for improvement. Share actionable feedback with stakeholders to enhance the customer experience.
Monitor and Implement Changes: Ensure that changes in business processes are accurately conveyed and sentiment is understood, helping to refine operations based on customer insights.
Guide Quality Assessors: Provide direction to Quality Assessors on identifying outliers, trends, and patterns in customer feedback. Conduct agent resource reviews and findings to improve service quality.
Stakeholder Engagement: Present findings and recommendations to both technical and non-technical audiences, including senior leaders. Convey complex insights in an engaging and clear manner.
Customer Sentiment Analysis: Monitor and report on customer sentiment for new intent rollouts, ensuring feedback is used to drive improvements.
Voice of the Customer: Participate in customer calls and analyze feedback to understand customer sentiment and ensure it aligns with quality expectations.
Qualifications
Key Skills and Qualifications:
Fluency in English and French (required to support quality perspectives from French-speaking customers).
Strong attention to detail and the ability to synthesize data.
Analytical skills with experience in insights-driven analysis.
Prior experience in customer service or as a customer advocate is advantageous.
Process improvement experience and familiarity with financial services are preferred.
Excellent communication and stakeholder management skills to effectively convey insights and recommendations.
Experience working in quality operations, process management, or as an insights manager is highly beneficial.
Preferred Experience:
Working in the financial industry.
Supporting operations, complaints management, or third-party delivery sites.
Familiarity with Lean Six Sigma methodologies and agile environments.
Summary
If you are passionate about using customer insights to drive meaningful change and improve service quality, we encourage you to apply. Please submit your resume along with a brief cover letter highlighting your relevant experience.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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