We are currently looking for a Quality Specialist to join our B2C team, part of our M Energy Customer Solutions Division in our Paianias Offices.

By joining this role, you will play a key part in ensuring the consistent application of quality standards across customer-facing operations. Through live monitoring, real-time feedback, and collaboration with training and QA teams, you will help bridge the gap between classroom learning and daily performance, driving measurable improvements in service quality and customer satisfaction.

Your role will encompass:

• Conducting live monitoring of customer interactions (phone, digital channels, face-to-face) to evaluate compliance with quality and service standards.
• Applying QA frameworks and evaluation tools consistently to assess communication effectiveness and service delivery.
• Identifying gaps in behaviors, skills, or process adherence during on-the-job observations.
• Providing immediate, constructive feedback to SPVs to reinforce quality standards and best practices.
• Supporting the practical application of training through coaching in real customer scenarios.
• Documenting monitoring results, coaching actions, and recurring issues accurately in QA systems.
• Sharing insights, trends, and quality findings with the Training & Quality Supervisor to support continuous improvement initiatives.
• Participating in calibration and alignment sessions to ensure fairness and consistency across the QA team.

What you bring to the role:

• Bachelor’s degree in education, Communication, or related fields.
• 3 years of experience in customer-facing operations (call centers, retail, field sales) with exposure to quality monitoring or performance evaluation.
• Strong facilitation and communication skills, with the ability to deliver constructive feedback effectively.
• Customer- and learner-centric mindset with a strong focus on service excellence.
• Attention to detail and strong organizational skills.
• Proficiency in MS Office; experience with QA systems or reporting tools is desirable.
• Exposure to CRM platforms (e.g., Salesforce, Galaxy) is considered an asset.
• Fluency in English, both written and spoken.
• Comfortable using digital tools and reporting systems to support monitoring and quality initiatives.

Share the same Value Based Behaviors:  

• People & Personal growth.
• Results orientation & Safety excellence. 
• Collaboration & Trust.  
• Empathy & Effective communication.  
• Flexibility & Adaptability. 

Your Benefits:

• Competitive remuneration package.
• Ticket Restaurant Card.
• Group Health Insurance program.
• Protergia discount on electricity and natural gas bill.
• Pension Plan.