Staples jobs in South Keys, ON

Quality Assurance:

• Conduct consistent, high-quality audits of customer interactions across voice, email, and chat.
• channels in both English and French, ensuring adherence to established quality standards and processes.
• Identify performance gaps and deliver clear, actionable coaching to agents, team leads, and managers to improve quality outcomes.
• Lead and facilitate calibration sessions across onshore and offshore teams, ensuring scoring alignment and driving consistency in evaluation standards.
• Take ownership of calibration results, feedback consolidation, and follow-through actions to maintain alignment across all stakeholders.
• Review and solve audit disputes, providing well-supported decisions and reinforcing quality standards.
• Analyze internal and external quality data to identify trends, root causes, and recurring gaps, and translate findings into actionable recommendations.
• Partner with leadership to ensure quality insights are leveraged to improve performance, reduce errors, and enhance customer experience.
  

Training:

• Facilitate onboarding programs and refresher training, ensuring all content is delivered effectively and aligned to business standards.
• Provide ongoing coaching and support to new hires, ensuring successful transition from training to production and readiness to meet performance expectations.
• Deliver targeted training sessions, including upskilling, process updates, and meetings, to address identified performance gaps.
• Lead soft skills and sales training initiatives, reinforcing behaviors that drive customer satisfaction and revenue opportunities.
• Design, develop, and continuously improve training materials, including facilitator guides, presentations, and learning modules.
• Collaborate with cross-functional teams to validate processes and ensure training content reflects current business practices.
• Actively contribute to team initiatives, projects, and continuous improvement efforts related to training, quality, and content development.
  

Some of what you need:

• Minimum 2–3 years of contact centre experience (required).
• Previous experience in training, coaching, or quality assurance (preferred).
• Bilingual (French) is required.
• Secondary school diploma required.
• Post-secondary education in adult learning, training, or a related field (preferred).
  

Physical demands/working conditions:

• Remote environment.
  

Some of what you will get:

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more...