CSR | Quality Assurance Specialist | Eastwood, QC

Job Responsibilities:

• Resolve cases around incident management & quality assurance.

• Follow our internal incident handling procedures and consequence matrices based on the incident types.

• Use the best of your judgment to identify lack of quality and rely on facts to deliver consistent feedback to our chauffeurs & LSPs.

• Be the master of our internal processes & procedures to provide the best coaching experience for our chauffeurs & LSPs.

• Support our Market Managers and provide regular feedback on the performance and quality standards of our partners.

• Support our onboarding team by performing activation calls and only allowing chauffeurs meeting quality standards on our platform.

• Process internal inquiries regarding incidents, quality related topics and quality assurance.

• Maintain stability and a high quality of service in our areas of operation.

• Provide regular feedback and conduct check -up calls with our partners.

• Provide statistics and insight into current trends within our operational teams.

• Ensure delivery of excellent service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquiries.

• Provide consistent feedback regarding quality as well as processes.

• Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgment

Requirements