Qureos Mentor

IntouchCX

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We are looking for a Senior Learning & Development Manager to lead a high-performing team of L&D trainers and content developers. This role will oversee the design and delivery of learning programs to build leadership and operational capabilities across the organization. The Senior L&D Manager will ensure that training solutions are strategically aligned with business goals, are engaging and innovative, and effectively drive performance outcomes.
 
As Senior Learning & Development Manager, You Will…
 
<ul>
<li>Oversee the full training lifecycle—from learning needs analysis to design, delivery, and evaluation.</li>
<li>Oversee end-to-end development, modification, and maintenance of training contents of clients as part of IntouchCX's content development/shared services offerings.</li>
<li>Manage a team of L&D professionals, including facilitators/trainers and instructional designers/content developers.</li>
<li>Collaborate with stakeholders to define performance gaps and identify learning solutions that support both leadership and frontline capability building.</li>
<li>Ensure training content is up-to-date, relevant, and aligned with the company’s values and strategic priorities.</li>
<li>Drive adoption of learning technologies and methodologies, including gamification, blended learning, and microlearning.</li>
<li>Champion a culture of continuous learning by introducing new tools, platforms, and content formats.</li>
<li>Evaluate the effectiveness of training programs using frameworks such as Kirkpatrick’s Levels of Evaluation.</li>
<li>Build and maintain strong relationships with business leaders to ensure the L&D function is delivering measurable value.</li>
<li>Design and lead train-the-trainer programs to scale instructional initiatives across multiple sites and roles.</li>
</ul>
As Senior Learning & Development Manager, You Need…
 
<ul>
<li>Post-secondary degree or equivalent is preferred.</li>
<li>At least 7 years experience in Learning & Development, with a blend of experience in training delivery and instructional design.</li>
<li>At least 3 years of experience in a leadership or managerial role within an L&D function.</li>
<li>Demonstrated expertise in learning needs analysis, curriculum design, and program facilitation.</li>
<li>Experience leading both virtual and in-person training sessions for a variety of audiences, including people managers and support teams.</li>
<li>High proficiency with authoring tools (e.g., Articulate, Captivate) and multimedia tools (e.g., Canva, Camtasia)</li>
<li>Experience working with Learning Management Systems to deploy and track training programs.</li>
<li>A deep understanding of instructional frameworks such as ADDIE, Bloom’s Taxonomy, and the Inductive Method.</li>
<li>A strategic mindset with strong project management skills and the ability to deliver results in a fast-paced environment.</li>
<li>A passion for people development, collaboration, and driving performance through learning.</li>
</ul>

Senior Learning & Development Manager

<div>
 
 
 About the Job
 
 
 
 
 
 
 IntouchCX is a global leader in customer experience and technology solutions based in Canada. The company has been in the market for 20 years and has recently expanded its operations to Egypt, where it has been active for the past two years.
 
 
 
 
 
 
 About the Role
 
 
 
 
 
 
 We&rsquo;re changing the way people think about customer service, and we need your help!
 
 
 We&rsquo;re looking for a
 
 German Quality Assurance Analyst
 
 to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing, and evaluating Voice, Email, Chat,t and Social contacts.
 
 
 As a Quality Assurance Analyst, You Will&hellip;
 
 
 Coach CSRs/Tier 2s on the quality of service to ensure proper procedures are being followed
 
 
 Complete Quality Assurance and coaching session reports every week
 
 
 Provide floor support, which can include actively taking phone calls
 
 
 Attend and participate in meetings with supervisors and managers to review monitoring lists
 
 
 Attend and participate in partner and internal calibration meetings
 
 
 Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operations Managers
 
 
 Report scripting problems or questions from callers tothe appropriate departments
 
 
 Distribute partner and company-related correspondence to all CSRs/Tier 2 team members
 
 
 Perform other duties as assigned
 
 
 
 
 
 
 As a Quality Assurance Analyst, You Have&hellip;
 
 
 
 
 
 
 High school diploma or equivalent (required)
 
 
 Good Proficiency in German and English (required)
 
 
 Minimum 1 year of hands-on GDS experience (required)
 
 
 1 year of front-line contact center experience (preferred)
 
 
 1&ndash;2 years of Quality Assurance experience (preferred)
 
 
 Intermediate knowledge of MS Excel, MS Word, and MS Office (required)
 
 
 Ability to type 30 wpm minimum with accuracy
 
 
 Strong verbal and written communication skills, including spelling and grammar
 
 
 Excellent organizational and time management skills
 
 
 Ability to make fair and consistent judgments and decisions
 
 
 Ability to multitask under high-pressure situations
 
 
 Ability to solve problems and offer suggestions in a positive and developmental manner
 
 
 Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
 
 
 Ability to perform basic mathematical functions to ensure scoring accuracy
 
 
 Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
 
 
 Availability to work a variety of shifts, including early mornings, afternoons, evenings, and holidays, is required.
 
 
 
</div>

German Quality Analyst ( GDS Experience )

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We’re changing the way people think about customer care, and we need your help!
 
We’re looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.
 
As Team Lead (French/English Bilingual), You Will…
 
<ul>
<li>Manage and supervise CSRs</li>
<li>Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees</li>
<li>Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements</li>
<li>Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas</li>
<li>Use critical thinking to develop solutions to improve business performance and partner success</li>
<li>Motivate teams through relationship building and real-time coaching</li>
<li>Develop incentive programs to motivate CSRs to achieve desired outcomes</li>
<li>Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team</li>
<li>Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues</li>
<li>Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings</li>
<li>Gain expert level knowledge on all partner products and promotions</li>
<li>Demonstrate a positive work ethic and commitment to achieve the best possible outcomes</li>
<li>Act as a role model and exemplify our 10 Things (cultural values)</li>
</ul>
As Team Lead (French/English Bilingual), You Have…
 
<ul>
<li>High school diploma or equivalent (required)</li>
<li>Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)</li>
<li>Must be fluent in French and English, written and oral</li>
<li>1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role</li>
<li>Experience dealing with escalated issues in a contact center capacity</li>
<li>The ability to type 30 WPM with accuracy</li>
<li>Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset</li>
<li>The ability to use spreadsheet applications to maintain and develop operational reporting</li>
<li>Exceptional time management, organizational and prioritization skills to complete work in a timely manner</li>
<li>Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment</li>
<li>The ability to work a variety of shifts, including days, evenings and holidays</li>
</ul>

Team Lead (French/English Bilingual)

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We’re changing the way people think about customer service, and we need your help!
 
We’re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.
 
As Quality Assurance Analyst (German/English Bilingual), You Will…
 
<ul>
<li>Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed</li>
<li>Complete Quality Assurance and coaching session reports on a weekly basis</li>
<li>Attend and participate in meetings with supervisors and managers to review monitoring lists</li>
<li>Attend and participate in partner and internal calibration meetings</li>
<li>Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers</li>
<li>Report scripting problems or questions from callers to appropriate departments</li>
<li>Distribute partner and company related correspondence to all CSRs/Tier 2 team members</li>
<li>Perform other duties as assigned</li>
</ul>
As Quality Assurance Analyst (German/English Bilingual), You Have…
 
<ul>
<li>High school diploma or equivalent (required)</li>
<li>Must be fluent in French and English, written and oral</li>
<li>1 year of front-line contact center experience (preferred)</li>
<li>1-2 years of Quality Assurance experience (preferred)</li>
<li>Intermediate knowledge of MS Excel, MS Word and MS Office (required)</li>
<li>Ability to type 30 wpm minimum with accuracy</li>
<li>Strong verbal and written communication skills, including spelling and grammar</li>
<li>Excellent organizational and time management skills</li>
<li>Ability to make fair and consistent judgments and decisions</li>
<li>Ability to multi-task under high-pressure situations</li>
<li>Ability to solve problems and offer suggestions in a positive and developmental manner</li>
<li>Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls</li>
<li>Ability to perform basic mathematical functions to ensure scoring accuracy</li>
<li>Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds</li>
<li>Ability to work a variety of shifts including days, afternoons, evenings and holidays</li>
</ul>

Quality Assurance Analyst (German/English Bilingual)

Join IntouchCX and explore 4   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

IntouchCX

ABOUT_COMPANY

Senior Learning & Development Manager

German Quality Analyst ( GDS Experience )

Team Lead (French/English Bilingual)

Quality Assurance Analyst (German/English Bilingual)