Technician, Quality Assurance

Location : Work from anywhere

Here's what we do and why we do it.

We are seeking a dynamic and detail-oriented person to join our Quality Team. As a Quality Assurance Technician your role involves supporting our front line ambassadors and providing feedback on how we can improve our customer service. The ideal candidate will have a passion for understanding customer needs, and the ability to collaborate effectively across cross-functional teams.

Here's how you will contribute to the success of the company 

• Monitor, review and evaluate call/case interactions;
• Analyse quality results of case interactions on multiple aspects, ranging from customer service approach to compliance requirements;
• Work collaboratively to design, implement and follow-up quality standard improvements aligned to our customers needs;
• Contribute to maintain quality assurance grids, criteria and documentation, communicate them and follow-up;
• Contribute to analysis of quality and operational processes and procedures, report issues and recommend improvements;
• Summarize quality issues and provide realistic recommendations, guidance and feedback to our technical support team;
• Assist or host synchronization meetings to bring alignment within our technical support program;
• Conduct workshops and participate in coaching sessions with the technical support team;
• Ask questions and provide feedback on quality assurance and call discrepancies to team leaders;
• Stay abreast of current changes to policies and procedures and participate in required meetings and trainings;
• Carry out all other related tasks per the job’s evolution and departmental needs.

Here's what you need to have and master to get the job 

•  College degree in a related discipline or equivalent experience;
• 1-2 years of experience in customer service, B2C or in B2B environment;
• Technical support experience (an important asset);
• Excellent oral and written communication skills in English;
• Strong knowledge of Excel;
• Knowledge of Windows applications (an asset);
• Result-oriented and performance driven.

Benefits of working at Sherweb

Sherweb is, above all, an environment where the needs of our customers are at the heart of our actions. We are committed to living our values of passion, teamwork and integrity every day.

A fast-paced work environment that adapts to you

• A friendly and diverse work culture with inclusion and equality at heart of our actions
• State-of-the art technology and tools
• A results-oriented culture where talent, action, and thinking outside the box are given due recognition
• Annual salary review based on performance
• Generous and caring colleagues of various professional and cultural backgrounds

A flexible total compensation offer

• Vacation time that considers your previous experience
• Advanced paid hours to recharge your batteries (holidays and mobile days)
• Flexible benefits plan that adapts to your needs
• Flexible savings fund options
• A monthly home internet allowance

Considerable growth opportunities

• A career path with opportunities to learn and grow
• Proximity to your direct manager and open, honest communication to support your development
• Multiple initial and on-the-job training opportunities and tools to track your progress and help you scale up in your career

Last but not least: “Sherweblife” - a rich calendar of activities that allow us to gather virtually and face-to-face throughout the year

Reasons for the requirement of English: Sherweb has international customers and fluency in English is the only way to ensure proper service delivery to them. The main tasks related to this position always require written and oral communication with an English-speaking clientele.

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