[Hiring] Bilingual Training & Quality Assurance Specialist @Staples Canada

Role Description

The Training & Quality Assurance Specialist is accountable for driving agent performance through structured training, rigorous quality assurance practices, and continuous coaching. This role ensures all customer interactions meet defined quality standards, deliver accurate information, and provide complete, solution-oriented service. The incumbent is expected to proactively identify performance gaps, influence behavior change, and contribute directly to the improvement of customer experience and operational effectiveness.

  • 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.
    • Analyze internal and external quality data to identify trends, root causes, and recurring gaps, and translate findings into actionable recommendations.
  • 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.
    • Design, develop, and continuously improve training materials, including facilitator guides, presentations, and learning modules.

Qualifications

  • Secondary school diploma required.
  • Post-secondary education in adult learning, training, or a related field (preferred).
  • Excellent written and verbal communication skills in both English and French (Preferred).
  • Strong understanding of quality assurance practices and customer service standards within a contact centre environment.
  • Familiarity with contact centre systems (e.g., Salesforce, QA tools, order systems, Alpha, Eway) is an asset.
  • Knowledge of adult learning principles is an asset.
  • Minimum 2–3 years of contact centre experience (required).
  • Previous experience in training, coaching, or quality assurance (preferred).

Requirements

  • This is a remote role.

Benefits

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

Company Description

At Staples Canada we are dynamic, inspiring partners to our customers and the communities in which we live. As The Working and Learning Company, we inspire people to work smarter, learn more and grow every day. We’re looking for curious, approachable, and passionate individuals who love finding solutions. If that’s you, let’s work, learn, and grow together.

We are building an inclusive and diverse team. Staples Canada is continuously working towards creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.

Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...