Quality Assurance Agent

Communication - Marketing - Sales
Details:
Account Validation
Audit
Burnaby
Bilingual
August 29, 2016
Updated on
July 18, 2017
Valid until

Your role is primarily comprised of administrative and procedural activities so that the requirements and goals of Yellow Pages products can be effectively and flawlessly fulfilled.

As a Quality Assurance Agent (QAA), your role is primarily comprised of administrative and procedural activities so that the requirements and goals of Yellow Pages products can be effectively and flawlessly fulfilled. The QAA ensures compliance to corporate protocols, which includes, but not limited to, systematic measurement, industry comparisons, monitoring and focus for error prevention.

This is a regular full-time opportunity, located in our new Burnaby office. 

What will you do?

Account Validation

Product and system knowledge is key to the performance of the QAA role

Coordinate ad requests and ad design creations, proof revision, and follow-up for signatures

Check all contracts, ad requests, proofs and other documents produced by the Media Account Consultant or Diamond Manager for accuracy

Ensure the release of documents to appropriate departments

Resolution of administrative issues (i.e. general billing inquiries, book closing queries, service order activities, late requests, National Account queries, opening cases for such reasons as control and de-control, commission adjustments, White Pages changes, Send Letter activities, yp.ca issues)

Ensure key elements are present: contact first & last name / billing address or email address / business telephone number / company name/ category-heading

AD HOC requests

Audit

Identify/report and maintain records of patterns and trends

Provide solutions to improve efficiencies – can be technical, policy, adherence or non-adherence to corporate convention, etc.

Compliance to National Contract Signature Policy for all channels

Acquiescence for content and digital fulfillment mandates

Review interdepartmental efficiencies for best practices

Continuous improvement relative to industry standards

Establishing and maintaining performance metrics

Analyze customer information based on comparison of multiple systems to determine areas of improvement/modification of systems

Liaise with back-end Operations teams to resolve issues

Upon request from Sales Directors finalize voice, paper, or e-signature audits

What we're looking for?

Completion of High School Diploma or equivalent

Exceptional professional communication skills in person & on the phone (both oral & written, bilingual in English & French preferred)

Minimum 1-2 years previous office experience

Strong computer skills, especially MS Office (Word, Excel, Powerpoint)

Ability to multi-task with constant interruptions

Exceptional time management, organization and accountability

Reliable / team player who also works well independently with minimal supervision

Strong interpersonal skills; must demonstrate initiative; solution oriented attitude

Critical thinking ability

Accuracy and attention to detail

Strong sense of urgency

Ability to work & deal with difficult people & complex personalities

Knowledge of YP policies, processes & systems (YP Systems/RPT, Customer First, Salesforce) is an asset

Previous experience in sales or supporting sales (Customer Service &/or Business Services) is an asset