Should have excellent command in French (written and oral), Monitor telephone and chat client interactions for new and existing CCC agents.

Assess and deliver feedback using the quality audit scorecard assessment tool.

Develop and maintain quality scorecard assessment tools.

Input and collate quality data to track CCC performance and identify trends (weekly and monthly).

Proactively identify and recommend process improvements.

Create and deliver test calls.

Create and maintain a library of quality recorded calls & chats for training and presentation purposes.

Coordinate with the Program Manager on the delivery of org-specific quality monitoring requirements.

Facilitate regularly scheduled calibration meetings with CAC Leadership Team and Learning and Performance.

Work in collaboration with the CAC Leadership Team to provide input on individual agent coaching and development plans.

Create and deliver campaigns and incentive programs to drive quality performance outcomes.

Create and contribute to engagement and employee recognition initiatives.

Deliver individual agent coaching and feedback.

Participate in the training of new hire agents.

Monitor CAC Quality Assurance Review trends and provide recommendations for quality improvement.

Present quality updates in CAC Leadership, Learning & Performance and agent team meetings.