Quality Assurance Specialist Principal Consultant

Position Description

Quality Assurance Specialist (Principal Consultant)

Your future duties and responsibilities

• Onboarding New Employees: Training Newly hired customer service representatives on policies, processes, engagement-specific training materials, communication & culture, and best practices.
• Plans, organizes, leads, and monitors training for the engagement.
• Creates and Reports Training progress.
• Supporting agents during the nesting process on the floor is a crucial responsibility of the Trainer, demonstrating a hands-on approach and commitment to the teams success.
• Continuous Improvement and Training updates are a significant part of the Trainers role, showcasing a proactive approach and dedication to keeping the team updated and competitive.
  
  

Required Qualifications To Be Successful In This Role

• Strong working knowledge of Customer Service Delivery
• Excellent customer service skills
• Motivated self-starter with solid organizational skills and exceptional communication skills with the ability to adapt to varying communication styles.
• Leadership and coaching skills
• Strong interpersonal and relationship-building skills
• A high degree of flexibility
• Ability to work independently
• A detail-oriented approach
• Ability to problem solve with a win-win approach
• Public speaking courses are considered an asset
• Adult learning principle courses are considered an asset.
• Amenable to working 100% onsite.
• Amenable to work on a graveyard and shifting schedule
• Proactive and has a customer service-oriented mindset
• Schedule Adherence: Complies to assigned shift schedules (including but not limited to Start Time, End Time, and Breaks/Lunch); complies with rest day schedules; adheres to leaves filing policy outlined by the engagement/company
• Quality Compliance: Follows all quality standards following the engagement/company policies; Ensures all quality deficiencies are corrected promptly for activities in their function
• Teamwork and Communications: Ensures attendance to all required meetings (either for engagement-related meetings or for company-related meetings); Acts as backup for teammates and addresses excessive call volume caused by absenteeism
• Can work under pressure
• Must be flexible with the ability to adapt to changes quickly.
• At our company, we value continuous learning and growth. We are committed to providing the necessary support and resources to enhance your skills and knowledge. We encourage a proactive and customer service-oriented mindset, are receptive to feedback, and are always open to learning.
  
  

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

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