Job Description

Le fran\xc3\xa7ais suit l\'anglais | French follows English

If you are looking to join one of Canadas fastest-growing companies, goeasy is the place for you! Certified as a Great Place to Work, recognized as Canadas Most Admired Corporate Cultures, the GTA's Top 100 Employers, one of Canadas Top 50 Fintechs and North Americas Most Engaged Workplaces - we want the best and brightest to join our team!

We are in search of a Quality Assurance (QA) Specialist who will be responsible for assessing the quality of performance of our Inside Sales team.

Responsibilities:

• Conduct thorough and objective evaluations of the team's outbound and inbound sales calls and email responses to ensure quality of communication, customer experience, and adherence to policies and procedures
• Deliver comprehensive feedback to the representatives and their team leads highlighting their strengths and areas of improvement with coaching recommendations
• Collaborate with the Inside Sales leadership team to develop quality improvement plans aimed at enhancing the customer sales experience and achieving sales targets
• Conduct individual coaching or group training sessions to address skills gaps, reinforce best practices
• Design call monitoring formats and quality standards
• Maintain accurate and detailed records of evaluation scores, feedback sessions, and actions plans ensuring data integrity and reporting accuracy

Requirements:

• Call center experience with outbound, sales, or target-driven type of roles
• At least 2 years of experience in QA, call monitoring, coaching, or training
• Bilingual in English and French
• Excellent verbal, written, and interpersonal communication skills
• Exceptional listening and analytical skills
• Adaptable to a fast-paced and competitive team environment
• Ability to work full-time permanently in our head office in Montreal, QC

Schedule: Monday - Friday, rotating shifts from 9AM - 5PM or 11AM - 7PM; one Saturday/month

About Us:

We are a publicly-traded company on the TSX with over 4000% shareholder return since 2001. Accredited by the Better Business Bureau, goeasy Ltd is a Canadian company that provides non-prime leasing and lending services through easyhome, easyfinancial and LendCare. We offer a wide variety of financial products and services including lease-to-own merchandise, unsecured and secured installment loans, direct-to-consumer auto loans, and point-of-sale financing to over 6,500 merchants in the powersports, automotive, retail, home improvement, and health sectors.

LendCare Capital Inc., a wholly-owned subsidiary of goeasy Ltd., is a Canadian point-of-sale consumer finance and technology company, which enables over 6,500 businesses to increase their revenue by providing full credit spectrum financing at the point-of-sale. For over a decade, LendCare has cleared a path to providing fast, reliable, and affordable financing options for the powersports, automotive, retail, home improvement, and health sectors, while processing over $10 billion in loan applications to date. With a dedicated team of finance experts and well-established partnerships with merchants, dealerships, and brokers, LendCare bridges the gap between credit score and customers living their best life.

Diversity, Inclusion, and Equal Opportunity Employment

At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. This means that we are committed to cultivating and preserving a work culture where we celebrate who we are, where everyone feels seen and heard and where every employee can fulfill their potential. As an equal opportunity employer, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.

Additional Information: All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.

We thank all interested applicants; however, we will only be contacting those for interview who possess the skills and qualifications outlined above.

Si vous cherchez \xc3\xa0 rejoindre l\'une des entreprises \xc3\xa0 la croissance la plus rapide au Canada, goeasy est l\'endroit id\xc3\xa9al pour vous ! Certifi\xc3\xa9e Great Place to Work, reconnue comme l\'une des cultures d\'entreprise les plus admir\xc3\xa9es au Canada, l\'un des 100 meilleurs employeurs de la r\xc3\xa9gion du Grand Toronto, l\'une des 50 meilleures technologies financi\xc3\xa8res au Canada et l\'un des lieux de travail les plus engag\xc3\xa9s en Am\xc3\xa9rique du Nord, nous voulons que les meilleurs et les plus brillants se joignent \xc3\xa0 notre \xc3\xa9quipe.

Nous sommes \xc3\xa0 la recherche d\'un sp\xc3\xa9cialiste bilingue d\'assurance qualit\xc3\xa9 qui sera charg\xc3\xa9 d\'\xc3\xa9valuer la qualit\xc3\xa9 des performances de notre \xc3\xa9quipe de vente interne.

Responsabilit\xc3\xa9s :

• Effectuer des \xc3\xa9valuations approfondies et objectives des appels de vente entrants et sortants de l\'\xc3\xa9quipe et des r\xc3\xa9ponses aux courriels afin de s\'assurer de la qualit\xc3\xa9 de la communication, de l\'exp\xc3\xa9rience client et du respect des politiques et des proc\xc3\xa9dures
• Fournir un feedback complet aux repr\xc3\xa9sentants et \xc3\xa0 leurs chefs d\'\xc3\xa9quipe en soulignant leurs points forts et leurs domaines d\'am\xc3\xa9lioration avec des recommandations de coaching
• Collaborer avec l\'\xc3\xa9quipe de direction des ventes internes pour \xc3\xa9laborer des plans d\'am\xc3\xa9lioration de la qualit\xc3\xa9 visant \xc3\xa0 am\xc3\xa9liorer l\'exp\xc3\xa9rience de vente des clients et \xc3\xa0 atteindre les objectifs de vente
• Mener des s\xc3\xa9ances de coaching individuel ou de formation en groupe pour combler les lacunes en mati\xc3\xa8re de comp\xc3\xa9tences et renforcer les meilleures pratiques
• Concevoir des formats de suivi des appels et des normes de qualit\xc3\xa9
• Tenir des registres pr\xc3\xa9cis et d\xc3\xa9taill\xc3\xa9s des scores d\'\xc3\xa9valuation, des sessions de retour d\'information et des plans d\'action, en veillant \xc3\xa0 l\'int\xc3\xa9grit\xc3\xa9 des donn\xc3\xa9es et \xc3\xa0 l\'exactitude des rapports.

Exigences :

• Exp\xc3\xa9rience en centre d\'appels dans le domaine des appels sortants, de la vente ou des r\xc3\xb4les ax\xc3\xa9s sur les objectifs
• Au moins deux ans d\'exp\xc3\xa9rience en assurance qualit\xc3\xa9, en contr\xc3\xb4le des appels, en coaching ou en formation
• Bilingue anglais-fran\xc3\xa7ais
• Excellentes aptitudes \xc3\xa0 la communication orale, \xc3\xa9crite et interpersonnelle
• Capacit\xc3\xa9s d\'\xc3\xa9coute et d\'analyse exceptionnelles
• Capacit\xc3\xa9 d\'adaptation \xc3\xa0 un environnement d\'\xc3\xa9quipe rapide et comp\xc3\xa9titif
• Capacit\xc3\xa9 \xc3\xa0 travailler \xc3\xa0 temps plein (poste permanent) \xc3\xa0 notre si\xc3\xa8ge social de Montreal (900, Boul. de Maisonneuve O. Montr\xc3\xa9al)

Horaire : Du lundi au vendredi, en rotation, de 9 h \xc3\xa0 17 h ou de 11 h \xc3\xa0 19 h ; un samedi par mois.

A propos de nous:

Nous sommes une soci\xc3\xa9t\xc3\xa9 cot\xc3\xa9e \xc3\xa0 la Bourse de Toronto (TSX) dont le rendement pour les actionnaires d\xc3\xa9passe les 4000 % depuis 2001. Accr\xc3\xa9dit\xc3\xa9e par le Bureau d\'\xc3\xa9thique commerciale, goeasy Ltd est une soci\xc3\xa9t\xc3\xa9 canadienne qui fournit des services de cr\xc3\xa9dit-bail et de pr\xc3\xaat non privil\xc3\xa9gi\xc3\xa9s par le biais d\'easyhome, easyfinancial et LendCare. Nous offrons une grande vari\xc3\xa9t\xc3\xa9 de produits et de services financiers, notamment la location avec option d\'achat, des pr\xc3\xaats \xc3\xa0 temp\xc3\xa9rament garantis et non garantis, des pr\xc3\xaats automobiles directs aux consommateurs et des financements aux points de vente \xc3\xa0 plus de 4 000 commer\xc3\xa7ants dans les secteurs des sports motoris\xc3\xa9s, de l\'automobile, de la vente au d\xc3\xa9tail, de la r\xc3\xa9novation de la maison et de la sant\xc3\xa9.

LendCare Capital Inc, filiale \xc3\xa0 part enti\xc3\xa8re de goeasy Ltd, est une soci\xc3\xa9t\xc3\xa9 canadienne de technologie et de financement des consommateurs au point de vente, qui permet \xc3\xa0 plus de 6 500 entreprises d\'augmenter leurs revenus en fournissant un \xc3\xa9ventail complet de financement au point de vente. Depuis plus d\'une d\xc3\xa9cennie, LendCare a ouvert la voie \xc3\xa0 des options de financement rapides, fiables et abordables pour les secteurs des sports motoris\xc3\xa9s, de l\'automobile, de la vente au d\xc3\xa9tail, de l\'am\xc3\xa9lioration de l\'habitat et de la sant\xc3\xa9, tout en traitant plus de 10 milliards de dollars de demandes de pr\xc3\xaat \xc3\xa0 ce jour. Gr\xc3\xa2ce \xc3\xa0 une \xc3\xa9quipe d\xc3\xa9vou\xc3\xa9e d\'experts financiers et \xc3\xa0 des partenariats bien \xc3\xa9tablis avec des commer\xc3\xa7ants, des concessionnaires et des courtiers, LendCare comble le foss\xc3\xa9 entre le pointage de cr\xc3\xa9dit et les clients qui vivent leur meilleure vie.

Diversit\xc3\xa9, inclusion et \xc3\xa9quit\xc3\xa9

Chez goeasy, nous pensons que nous ne pouvons \xc3\xaatre les meilleurs que lorsque les gens peuvent donner le meilleur d\'eux-m\xc3\xaames au travail, chaque jour. Nous nous sommes engag\xc3\xa9s \xc3\xa0 cultiver et \xc3\xa0 pr\xc3\xa9server une culture de travail o\xc3\xb9 nous c\xc3\xa9l\xc3\xa9brons l\'inclusion et o\xc3\xb9 chaque employ\xc3\xa9 se sent vu et entendu, pour pouvoir r\xc3\xa9aliser son plein potentiel. En tant qu\'employeur souscrivant au principe de l\'\xc3\xa9galit\xc3\xa9 d\'acc\xc3\xa8s \xc3\xa0 l\'emploi, nous nous engageons \xc3\xa0 fournir des mesures d\'adaptation aux candidats qui en font la demande, \xc3\xa0 n\'importe quelle \xc3\xa9tape du processus de recrutement, conform\xc3\xa9ment \xc3\xa0 toutes les exigences l\xc3\xa9gislatives en vigueur au Canada. Veuillez nous faire savoir si vous avez besoin d\'une mesure d\'adaptation pendant tout aspect du processus de recrutement et nous travaillerons avec vous pour r\xc3\xa9pondre \xc3\xa0 vos besoins.

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