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Come be one of the pioneers at our new location!**\n**What will you do?**\nAs a **Quality Assurance Monitor WITH FRENCH FLUENCY**, you will be responsible for evaluating and improving the performance and efficiency of call center representatives. This role involves monitoring phone interactions, assessing compliance with company policies and procedures, and ensuring the delivery of high-quality customer service. The Quality Monitor will provide feedback and recommendations to improve customer satisfaction and overall operational effectiveness.\n**Key Responsibilities:**\n**Call Monitoring and Evaluation:**\n* Conduct regular and random evaluations of call center interactions to ensure compliance with quality standards and procedures.\n* Evaluate representative performance against established metrics, including customer service, communication skills, compliance, and problem resolution.\n\n**Performance Feedback:**\n* Provide constructive feedback and coaching to call center agents based on evaluation results.\n* Develop and deliver performance improvement plans when necessary.\n* Recognize and reward high-performing agents to encourage positive outcomes.\n\n**Reporting and Analysis:**\n* Compile and analyze quality data and performance metrics to identify trends and areas for improvement.\n* Prepare detailed reports on call quality, agent performance, and customer satisfaction.\n* Present findings and recommendations to management and contribute to strategic decision-making.\n\n**Compliance and Standards:**\n* Ensure all call center activities comply with company policies, industry regulations, and legal requirements.\n* Stay updated on changes in policies, procedures, and industry standards, and communicate relevant information to the team.\n\n**Training and Development:**\n* Support the development and implementation of training programs for new and existing call center agents.\n* Provide guidance and support to agents during onboarding and continuous development.\n\n**Customer Experience:**\n* Analyze customer feedback and complaints to identify opportunities for improving the customer experience.\n* Work with management to implement improvements based on customer feedback and quality assessments.\n\n**Who are you?**\n**Education:** High school diploma or equivalent; technical or university degree in business, communications, or related field preferred but not mandatory.\n**Languages:** B2 level in French (MANDATORY REQUIREMENT)\n**Experience:**\n* Previous experience in a call center environment, with solid understanding of operations and performance metrics.\n* Prior experience in a quality assurance or monitoring role is preferred.\n\n**Skills:**\n* Excellent analytical and problem-solving skills.\n* Strong communication and interpersonal skills, with the ability to provide clear and constructive feedback.\n* Proficiency in using call center software and quality monitoring tools.\n* Ability to work independently and as part of a team.\n* Organizational and time-management skills, with attention to detail.\n\n**Additional Requirements:**\n* Ability to handle confidential information with discretion.\n* Flexibility to adapt to changing priorities and manage multiple tasks simultaneously.\n\n**Who are we?**\nUnifyCX is a transformative artificial intelligence platform that empowers and enables teams to deliver efficient and exceptional customer experiences. We create superhuman customer experiences through a powerful combination of strategy, omnichannel support, analytics, and AI-driven tools such as smart recruitment, agent study assistant, voice of the customer (VoC), and automated quality control. Our engagement model prioritizes measurable outcomes, such as CES and retention, over outdated service-level agreements (SLAs). 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Your demeanor will make a difference in the customer experience and point-of-sale performance.\n\n\n* Build strong relationships with store staff. You will act as the link between the brand and the point-of-sale team, creating synergies that boost sales.\n\n\n* Organize display furniture, keep the area clean, and ensure proper product presentation. Make sure each item is powered on, visible, and ready to capture consumer attention.\n\n\n4. Check POP materials and pricing. \n\n5. Maintain your daily folder and work plan. \n\n6. Record and report sales and inventory. \n\n7. Continuously engage customers with excellent service. \n\n8. Identify and understand consumer needs, then recommend our products. \n\n9. Address questions and objections. \n\n10. Self-train and train store personnel. \n\n11. Report daily updates and sales. \n\n12. Daily collection of prices from our brand and competitors. \n\n13. Use the Involves platform during your workday.\nWhat is the profile we are looking for?\n\n \n\n\n* We are seeking high school graduates.\n\n\n* At least 1 year of experience in technology sales, preferably in white/brown goods and/or electronics.\n\n\n* Appropriate personal appearance.\n\n\n* Excellent assertive communication, social skills, and appropriate verbal and body expression.\n\n\n* Availability to work Monday through Sunday, with one day off per week.\n\n\n\nWhat do we offer?\n\n\n1. Salary: $1,423,500 \n\n2. Legal transportation allowance: $200,000 \n\n3. Commissions: $350,000 \n\n4. All legally mandated benefits\n\n\n5. Participation in training and development programs.\n\n**6. Referral bonus:** 80,000 COP\n\n\n**7. Payment for participating in our Social Media Content Creation Plan:** up to 400,600 COP per quarter\n\n\nLearn more about the impact of our XPERS in Latam here https://www.instagram.com/talentmarcomkt/\n\n**Steps to join our team:**\n\n**Initial Pre-Selection:** \n\nUpon applying, you will answer a series of initial questions to determine if you meet the minimum requirements. \n\n \n\n**AVI Interview and Brief Call:** \n\nIf you pass the pre-selection, you will complete an interview with AVI, our recruitment bot, followed by a short call (less than 15 minutes) with our recruiter. \n\n \n\n**Client Account Interview:** \n\nIf you progress further, you will have an interview with the client account you're applying to. You will receive feedback on the same day.\n\n \n\n**Job Offer and Onboarding Process:** \n\nIf the interview is successful, you will receive a formal offer. 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You’ll support the creation of accurate work orders, align internal systems, and ensure that every step of the job lifecycle, from insurance verification to technician routing runs smoothly. Your attention to detail and problem\\-solving mindset will help us keep operations tight and customers happy.**\n\nKey Responsibilities:\n\n* Build and update work orders for OEM and OE services using internal tools\n* Verify insurance information and document job details accurately\n* Coordinate with parts and dispatch teams to ensure timely job readiness\n* Update internal tracking sheets and routing systems with job status and notes\n* Communicate technician updates, reschedules, and escalations\n\nRequired Skills \\& Qualifications:\n\n* 1 year of experience in operations, logistics, dispatch, back\\-office, or customer service roles\n* Familiarity with digital tools like Google Sheets, task trackers, or job scheduling systems\n* Strong attention to detail and ability to manage multiple tasks\n* Excellent written communication in English ( B2\\+ / C1 )\n* Problem\\-solving attitude and willingness to learn\n* Ability to work under pressure and adapt to shifting priorities\n\nWhat makes you break the glass?\n\n**We love people who go beyond the basics. 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This is a pivotal, hands\\-on role where your meticulous attention to detail and deep system knowledge will directly impact how our clients' employees access their critical benefits. **What Makes This Role Unique?*** This isn't just about data entry; it's about owning the end\\-to\\-end implementation process. You'll be the architect behind the scenes, ensuring flawless configuration, setup, and compliance for new and renewing benefit programs.\n\n **In this role, you will:*** Lead Implementations: Drive the successful configuration of benefit plans, eligibility rules, and enrollment workflows within leading benefits administration systems (like bSwift, Workday, Benefitfocus, UKG, and more).\n* Be a System Expert: Leverage your 2\\-3 years of experience with benefits administration systems to build, test, and audit complex plan setups, guaranteeing accuracy before employee enrollment.\n* Manage the Pipeline: Use your experience with HubSpot (or similar CRM/ticketing tools) to manage implementation timelines, track milestones, and document progress and resolutions.\n* Ensure Quality: Perform system testing and meticulous quality checks, reconciling enrollment data against carrier confirmations and payroll records.\n\n\nResponsibilities:\n* Coordinate with the client’s implementation team to 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