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Quality Assurance Specialist
Title:Quality Assurance Specialist
Location:Ottawa, ON

At BGRS, we create customized mobility solutions that transform mobility into a driver of recruitment, development and retention. We are proud to be the partner of choice for many of the world’s most recognizable brands, including 35% of the Fortune 100 as well as the governments of the United States and Canada. Our diverse client portfolio represents a variety of industry segments.

BGRS is all about mobility. Come join one of the leading companies in global talent mobility, partnering with some of the largest organizations in the world to keep their employees on the move. We are committed to keeping our own talent on a career growth trajectory by fostering an engaging environment with development opportunities that create success for our clients and you. We support our employees by offering a flexible, innovative environment that allows them to focus on their clients and careers. We look forward to you joining our team and experiencing the power of what talent mobility can achieve.

Role Overview

Reporting to the Senior Manager, Operational Support, Contact Centre Quality Assurance (QA) Specialist is responsible for conducting quality assurance on the delivery of relocation services, communicating the results and providing recommendations on elements that can be replicated, improved or enhanced.


The Contact Centre QA Specialist works in close collaboration with the Operations team monitoring our Agent’s communication activities across various contact types such as email, live and recorded calls and video chats, against established standards.


With strong analytical skills and a keen eye for detail, the QA Specialist reviews relocation files including budget and expense management for adherence to relocation policies and internal practices.


The QA Specialist will complete reports to brief the Senior Manager, Operational Support on the results of the audits.


To be successful in this role, the QA Specialist must be familiar with the Relocation Directives and BGRS internal processes, customer-facing systems and the internal software used by BGRS Agents to conduct their daily tasks. In addition, the QA Specialist must have excellent communication skills and be a flexible, innovative and creative person, who embraces change, consistently looks for better ways of delivering the work, and thrives in a fast-paced environment.


What You’ll Be Doing


  • Propose recommendations to enhance audit templates and reports

  • Conduct audits on relocation files including monitoring Agent communication

  • Document audit results

  • Deliver audit results

  • Investigate and track member complaints and non-conformance issues and log final outcome/resolution

  • Recommend corrective and preventive action to identified issues

  • Participate in regular calibration meetings with the Operations and Training teams to provide recommendations to harmonize quality standards

  • Draft quality assurance procedures




What You Bring to BGRS


  • Bilingual required

  • Post-secondary education preferred, in a field such as administration, finance or communication

  • Ability to deliver information with tact and diplomacy

  • A minimum of 3-5 years of experience in Quality Assurance, preferably in Contact Centers with at least 75 employees

  • Strong quantitative, analytical and technical aptitudes

  • Ability to define problems, collect data, establish facts and draw valid conclusions

  • Attention to detail, strong organizational skills and time management

  • Solid working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.)

  • Results orientated with the ability to prioritize, drive and achieve results

  • Excellent interpersonal skills and enjoy sharing feedback to help people improve



What BGRS Offers


  • Competitive salary and incentive plans
  • Workplace flexibility for a balanced work/life approach
  • Comprehensive benefits packages and wellness program
  • Generous company-paid vacation days and holiday time
  • Challenging, collaborative, diverse corporate culture
  • Ongoing opportunities for learning and career development


Other Information


  • Reliability status security clearance granted by CIISD, PWGSC; the security clearance application will be facilitated via the Brookfield GRS–GS Company Security Officer (CSO)

  • BGRS values diversity in the workplace and is an equal opportunity employer. We are committed to providing an inclusive and accessible environment. We thank all candidates who apply, however, only those selected for a personal interview will be contacted. If you require accommodation, please let us know. We will work with you to meet your needs.


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