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Bilingual (French) Call Monitoring Specialist

Canadian Dealer Lease Services Inc.

This is a Full-time position in Toronto, ON posted June 6, 2018.

About Canadian Dealer Lease Services Inc.

Canadian Dealer Lease Services Inc. (CDLSI) is a leading provider of white-label and branded leasing solutions to the automotive industry. With a rapidly-growing portfolio based on industry-leading partnerships, CDLSI offers leasing solutions across Canada.

CDLSI develops, launches, and operates white-label leasing solutions for the retail automotive industry across Canada. We deliver integrated leasing solutions for our clients, with outstanding customer service, all the way through to effective end-of-term management and remarketing. We develop tailored programs which respond to our clients’ individual needs – allowing them to build business volume and strengthen customer relationships while we deliver robust and scalable leasing programs.

We focus on driving successful relationships for our clients, lessees and our team!


  • Monitor and evaluate Customer Service Agents (CSRs) call performance per schedule and agreed metrics
  • Operates within quality standards by listening to inbound and outbound calls;
  • Verifies call results by measuring skills in use of scripts, lease product knowledge, service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
  • Maintain accurate data on CSR call performance
  • Ensure consistency in how calls are evaluated and feedback provided
  • Evaluates the approach of the agent by rating effectiveness of service provided and quality of the call
  • When requested, provide timely feedback to CSRs advising of areas where call quality standards are not being met
  • Participate in or assist management with CSR coaching sessions as necessary
  • Provide one-on-one training to CSRs from time to time
  • Assist with in-class training to new CSRs
  • Provide recommendations to QA Manager to improve service level performance of CSRs
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Participate in Call Monitoring Calibration Discussions to ensure fairness and consistency in the quality monitoring process


  • 1+ years experience in Customer Service
  • Minimum 1 year of experience as a call monitoring and or in Quality assurance
  • Post-secondary education
  • Must be bilingual in French and English – both verbally and written
  • Excellent knowledge of customer service and/or end-of-term procedures in automotive leasing
  • Excellent communication skills both written and verbal
  • Proficient with Microsoft Office (Word, Excel and Outlook)
  • Ability to organize, multitask, prioritize and work under pressure
  • Ability to work independently and with a team is a must
  • Detail-oriented and curious
  • Ability to write routine reports
  • Ability to use charts and graphs in Excel and to communicate analysis/conclusion in verbal and written format
  • Ability to understand concepts of percentages and basic math
  • Contributes to team effort by accomplishing required tasks

CDLSI is an equal opportunity employer. It is CDLSI’s policy to recruit and select applicants for employment solely on the basis of their qualifications, with emphasis on selecting the best-qualified person for the job. CDLSI does not discriminate against applicants based on race, color, religion, sex, sexual orientation, national origin, or disability or any other status or condition protected by applicable law

Please note that only those selected as potential candidates will be contacted

Please, no employment agencies



Skills Required

  • Education level: None
  • Work experience (years): None


Salary: N/D

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