Quality Assurance and Continuous Improvement Coordinator

We are looking for a curious, analytical, and improvement-minded coordinator to help strengthen quality across our Sales and Customer Service operations.

Alongside quality assurance and training support, you will identify opportunities to simplify processes, reduce manual work, and improve customer and employee experiences through data, automation, and responsible use of AI.

You enjoy understanding how things work, questioning unnecessary complexity, and turning ideas into practical improvements. You do not need to be a software developer, but you should be comfortable learning new technologies, testing solutions, and working with technical partners to implement sustainable changes.

Advantages
- Weekly insurance benefit of $10
- Employees have access to a cafeteria within the office premises.
- The office provides a gym facility for employees to use.
- Employees have access to an on-site clinic.
- Enjoy a two-week vacation with an additional 5 paid sick days.
- Monthly Bonus

Responsibilities
Quality Assurance & CX: Maintain quality standards and scorecards, run calibration sessions, and turn interaction insights into targeted training and process updates.

Continuous Improvement & Automation: Map workflows, cut manual work and bottlenecks, prioritize an improvement backlog, and document sustainable procedures.

Practical AI Adoption: Test and validate AI use cases (summaries, topic detection, agent assist, self-service), verify accuracy, and guide team adoption.

Reporting & Operational Insights: Build reliable reports, analyze interaction trends, resolve data discrepancies, and track the business impact of changes.

Technology & Cross-Functional Delivery: Translate business needs into clear technical requirements, coordinate user testing (UAT), and troubleshoot contact-center tools.

Qualifications
Experience: Background in QA, customer operations, contact-centre support, or process improvement.

Process & Automation: Proven track record of eliminating manual work; practical grasp of automation and applied AI.

Analytical Skills: Strong root-cause mindset with confidence analyzing spreadsheets and operational data.

Communication & Change: Fluent in French and English (written/spoken) to document processes, translate business needs into technical specs, and train teams.

Nice to Have: Familiarity with Genesys Cloud, Salesforce, Power BI/Automate, low-code tools, or UAT/technology rollouts.

Bilingualism (French and English) is required due to regular communication with internal and external stakeholders across Canada and internationally.

Our Client operates across Canada, and globally. This company takes all reasonable means to limit the number of positions in Quebec that require knowledge of a language other than French, and only requires this where it is necessary and its existing bilingual employees are unable to fulfil these job duties.

Based on an assessment conducted by our client, it has been determined that this position requires candidates to be fluent in English (oral and written). In particular, this position will require the employee to:
- collaborate and provide support to other colleagues and business functions located outside of Quebec who do not speak French
- attend essential training, meetings or conferences held outside Quebec, which are presented in English
participate in company-wide Canadian/Global town hall meetings and management information sessions, which are presented in English

Summary
Does this job interest you?
Do not hesitate to send me your resume at : [email protected]

Randstad is Canada's largest employment agency, and each consultant is a specialist in his or her field. Not only will they be able to help you in your job search, they'll also be able to advise you on how to find a job that matches your skills.
As occupational health and safety is one of our top priorities, you'll also have access to our completely free online training.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the interview process.