Quality Control Monitor in Montreal at Volt

Date Posted: 3/9/2018

Job Snapshot

  • Employee Type:
  • Location:
  • Job Type:
    Call Centers
  • Duration:
    100 weeks
  • Date Posted:
  • Job ID:
  • Contact Name
    Volt Branch
  • Phone

Job Description

Volt is currently looking for a Quality Control Monitor to join our client live game operations group which is a support center that answers requests from gamers around the world on topics like gameplay questions, e-commerce concerns, game mastering needs.

We are looking for candidates who are autonomous, highly motivated and result-oriented in order to bring our team to an even greater echelon. As a Quality Control Monitor, you will be expected to keep track of and consistently monitor the team’s Quality Control scores, provide weekly grading, create, drive, and participate in the development of Quality Control Processes, all while ensuring that the agents productivity is not only met, but that agents strive to go above and beyond to deliver the best Quality possible for our customers. This is an amazing opportunity for you and us to learn about, to continue to grow and gather an important perspective into the processes behind the Customer Support Experience!


  • Perform Quality Control audits including but not limited to: Providing continuous written feedback to agents, providing verbal coaching, etc.
  • Coordinate Calibration Sessions with Management and Clients
  • Review multiple tickets weekly and grade them according to established guidelines
  • Adhere to and exceed established department Key Performance Indicators
  • Create, drive, and participate in development of Quality Control processes
  • Monitor individual Key Performance Indicators for Quality Control Scores
  • Communicate positively with agents and escalate issues to management
  • Work independently and with minor supervision
  • Keep Supervisors aware of performance trends and training needs
  • Report into Project Leads and Management
  • Perform other duties as assigned.

Essential Requirements:

  • Excellent organizational and leadership qualities
  • Excellent oral, written and interpersonal communications skills
  • Contemporary Knowledge of Video Games
  • Proficiency in English; Good knowledge of additional languages will be an asset
  • In-depth knowledge of our current grading methodologies and criteria an asset.


  • Ability to use client tools
  • Ability to change direction quickly, re-prioritize and communicate with internal management
  • Good investigative and problem-solving skills; detail-oriented
  • Exceptional listening and analytical skills
  • Experience in a Customer Service Quality Monitoring or Technical Support Supervisor/Mentor role is an asset
  • Strong knowledge of customer care processes and techniques
  • Knowledge of Quality Monitoring and Quality Improvement Procedures is a plus
  • User level knowledge of computer technology, personal computers and other devices (gaming consoles, mobile)
  • Proficient knowledge of Excel; Working knowledge of the rest of the Microsoft Office Suite (PowerPoint, Word, Outlook, One Note, etc.)
  • Works well in a team environment
  • Ability to maintain confidentiality.

Thank you!