Bilingual Quality Assurance Specialist (Call Centre)

Job Responsibility:

Who We Are

Centurion Asset Management Inc. is a recognized leader in the Investment and Property Management industries. Providing quality investments and housing for all its clients, our experienced team comprised of more than 350 Employees is a core component of Centurion's success since 2003. Centurion Apartment Real Estate Investment Trust (“REIT”) owns more than 22,000 multi-family apartment units and student housing beds across 46 cities in Canada and the United States. Since day one, our goal has been to provide Residents and their families with clean, safe, and comfortable homes. The REIT provides investors an opportunity to invest in a diversified portfolio of rental apartments and student housing properties, as well as mortgage and equity investments in property developments, across Canada and the United States and participate in the profits derived from them. Centurion Financial Trust (“CFiT”) is an income and growth-oriented trust that invests in a diversified portfolio of debt investments that include but are not limited to mortgages, opportunistic real estate developments, and corporate debt. Investors pool their funds to invest in mortgage and growth-oriented credit opportunities and participate in the yields from interest income and net profit from equity.

Our Mission

Our mission is to be sought after as a leading-edge, reputable, multi-disciplinary alternative asset manager; to capitalize on opportunities in new and interesting investment strategies that meet our mission to Investors; and to embrace change, experimentation, innovation and learning from failure to make continual improvements that drive our success and keep us ahead of our competitors.

Our Values

Our core values can be summarized by the acronym RISE: Respect for our Investors, our Residents, Co-workers, Partners and Communities; Integrity in everything we do, demonstrating sincerity, honesty and the will to do it right; Simplicity free of pretension and hassle, full of value and common sense; and Excellence in offering all our Clients and Partners exceptional products and services quality, as well as providing our Employees with an excellent workplace.

Why Employees Want to Work with Us

We provide an inclusive environment where all employees are valued and supported. Over the years, we developed a work culture where the potential of every employee is maximized, and everyone has equal opportunities for growth. For certain roles, we offer numerous employee perks, including: Competitive Total Rewards Packages; Comprehensive Benefits Plan including Medical, Dental, and Vision Care; Flexible Work Week Schedules; Vacation Policy based on Length of Service; Summer and Holiday Hours Programs; Centurion Learning Academy; Opportunities for Growth; Education Reimbursement Policy; Mentoring Program; Employee Referral Program; Ergonomic Workstations Equipped with Standing Desks; Discounted Gym Membership; Company-wide Internal Communication Platforms; Employee Volunteer Opportunities; Quarterly Townhall Meetings and Social Gatherings; Employee Innovation Program; and Corporate Discount Card.

Overview

Reporting to the Senior Manager of Call Centre Operations , the Bilingual Quality Assurance Specialist (Call Centre) is responsible for ensuring that the highest standard of customer service is provided to both current and prospective residents at all times.

The Bilingual Quality Assurance Specialist (Call Centre) is accountable for the professional operation of all Call Centre efforts, including the tracking of all Leads and Wait Listed prospects, ensuring that the preservation of communication with current and prospective Residents is in accordance with the established customer service standards of Centurion Asset Management | Centurion Property Associates.

Responsibilities

Relationship Development

Develop and foster positive relationships with internal and external stakeholders. Ensure proactive timely resolution of all prospective and current Resident inquiries.

Customer Service

Professionally and courteously handle all prospective and current Resident inquiries, feedback, complaints or concerns. Ensure a high level of professionalism is achieved through constant and consistent attention to Centurion's Vision, Mission, and Values. Promote a strong sense of community.

Quality Assurance

Track and analyze key performance indicators (KPIs) such as call handling time, customer satisfaction, and resolution rates. Listen to call recordings and provide ongoing coaching to agents to ensure that established KPIs are met, working closely with the Senior Manager, Call Centre Operations to address performance issues as required. Monitor the successful conversion of prospective leads, increasing the lead to appointment conversion ratio. Prepare and present regular performance reports to senior management, identifying areas for improvement and implementing corrective actions. Ensure that current residents have a positive experience to result in increased net promoter scores and resident retention.

Process Improvement

Identify and implement process improvements to enhance the efficiency and effectiveness of call center operations. Stay updated with industry trends and best practices to continuously improve service delivery and collaborate with other departments to streamline processes and improve overall customer experience.

Training and Development

Develop training materials and conduct sessions for new hires and existing staff, fostering a culture of continuous learning and professional development within the team. Encourage team members to pursue relevant certifications and training opportunities.

Ongoing Operations

Answer all phone and email inquiries, ensuring that calls are picked up as assigned in the queue so as to maintain strong percentage-of-calls-answered score, talk times are as per established standards, do-not-disturb times are kept to a minimum, and emails are responded to in a timely manner. Organize and book showings for prospective residents, maintaining a high call-to-appointment conversion ratio. Keep abreast of industry/prospect changing needs.

Team Lead

Assist with the onboarding and training of new team members to make sure that they are well-versed with the call centre's standard operating procedures and key performance metrics. Support team members with inquiries, guiding them towards the best course of action and escalating pressing issues or concerns to the Senior Manager of Call Centre Operations. Assist with scheduling for the department monthly while accounting for vacation time to ensure effective coverage and maintain PCA requirements. Ensure that the schedule is properly communicated to the agents and related stakeholders in other departments. Assist with the preparation and distribution of department performance reports based on pre-determined metrics along with any reporting requirements as requested by the Senior Manager of Call Centre Operations.

Requirements

• Minimum 2-3 years' Quality Assurance experience within a Sales or Customer Service environment;
• A passion for excellence in customer service delivery;

• Exceptional oral, written and interpersonal skills;
• Excellent organizational skills with a strong ability to multi-task and delegate;
• Highly motivated with a focus on obtaining established Key Performance Indicators;
• Ability to work flexible hours to accommodate industry needs;
• Detail-oriented; able to resolve problems using facts, sound reasoning and common sense; and
• Forward thinking with an ability to develop creative strategic solutions to issues.
• NOTE: Being fluently bilingual (written and spoken) in both English and French is a requirement. An assessment will be done to ensure that the candidate meets this requirement to expected standards.

Centurion Asset Management Inc. | Centurion Property Associates Inc. is an inclusive and equal opportunity Employer. If you require a disability-related accommodation to participate in the recruitment process, please email us. We will accommodate your needs under the Ontario Human Rights Code.

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