Req Id: 421684

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.

If you're ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.

The Bell Mobility team offers the best and latest mobile devices, wireless services and Internet of Things solutions to consumer and business customers, with the top speeds, coverage and reliability on Canada's Best National Network. We love to innovate, embrace big challenges, and live for the newest technology

Job Status: Regular Full time
Number of positions: 1
Location: 5099 Creekbank Rd., Mississauga, On., or 1 Alexander-Graham-Bell, Verdun, Qc., or 2980 Virtual Way, Vancouver, BC.
Agents are to live/work within 2 hours of closest office location to them

The Quality Assurance Support team is a dynamic team within the overall Wireless Client Care Department. The successful candidates will evaluate and audit calls, e-mails & contractual implementation; along with other accountabilities where required. The will also be responsible to provide coaching, drive continuous insight and process improvements by leveraging their knowledge and expertise.

• Evaluate and audit Quality/Accuracy of calls and emails
• Document and deliver training to new or existing agents
• Support transformational projects as SME
• Collaborate to provide customized coaching based upon audit results, trends and observations
• Validate post new/renew contract implementation contracted price plan, T&C and first bill accuracy
• Exhaustive analyzes and make recommendations /Adhoc projects
• Customized coaching based upon audit results
• Preparation of documentation/Communications as required
• Identification of process gaps and opportunities based agent feedback, escalations etc.

• Bilingualism is required, French and English: In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada
• Mastering of verbal & written communication (Excellent communications skills)
• Superior knowledge of the wireless billing system NM1/CSM, Sales Force, Singleview, CCC Portal, CSS
• Thorough knowledge of wireless corporate policies and procedures
• Working knowledge of Microsoft applications: Excel, Outlook, Word, and PowerPoint
• Autonomous & resourceful, passionate & results driven
• Demonstrates persistence, confidentiality & integrity
• Strong leadership attributes, effectively able to communicate and represent Team in a professional and effective manner
• Must be analytically inclined & positive when called upon to assist with dispute resolution
• Excellent organization, planning and time management skills with attention to detail
  • Work in a self-sufficient manner and within the team
  • Be able to take decisions, solve problems and manage priorities
  • Manage multiple tasks with varying timelines

• College Diploma
• Minimum 2 years experience or equivalent
• Knowledge in corporate client billing infrastructure, eReporting, CSS & wireless provisioning
• Working knowledge of SmartPath, Salesforce, NM1

• Available to work between 8:00am – 8pm EST, Monday to Friday

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Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Non Management
Job Status: Regular - Full Time
Job Location: Canada : Ontario : Mississauga || Canada : British Columbia : Vancouver || Canada : Quebec : Verdun
Work Arrangement: Remote
Application Deadline: 02/03/2025

For work arrangements that are 'Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

At Bell, we don't just accept difference - we celebrate it. We're committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or [email protected] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [email protected].

Created: Canada, ON, Mississauga

Bell, one of Canada's Top 100 Employers.