Bilingual Senior Quality Evaluator, Onsite (Hamilton, ON) – Canada

Concentrix; Hamilton; On-site; CAD 60,000 - 80,000; Full time

Job summary

A global customer experience leader in Hamilton is seeking a Bilingual Senior Quality Evaluator to monitor and evaluate customer interactions, ensuring quality standards are met. The ideal candidate will be fluent in French and English and possess strong attention to detail. This position offers a supportive environment with career growth opportunities, competitive compensation, and comprehensive benefits. Apply now and join over 440,000 game-changers who call this company their employer of choice.

Benefits

Medical, dental, and vision insurance

Paid time off and holidays

Mentorship programs

Qualifications

• Must be bilingual in both written and verbal communication.
• 3-5 years of relevant experience preferred.
• Strong self-starter with urgency under pressure.
• Eagerness to learn new technologies.

Responsibilities

• Monitors and evaluates inbound/outbound calls and other contact methods.
• Meets departmental productivity requirements.
• Participates in calibration sessions for scoring consistency.
• Contributes to maintaining forms and legends documents.

Skills

Bilingual in French/English

Attention to detail

Strong communication skills

Proficient in Microsoft Office

Ability to multi-task

Education

Associate’s Degree in related field

Job description

Job Title

Bilingual Senior Quality Evaluator, Onsite (Hamilton, ON) – Canada

Job Description

The Bilingual Senior Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements. (Military veterans are encouraged to apply.)

A NEW CAREER POWERED BY YOU

Are you looking for a career change with a forward‑thinking global organization that nurtures a true people‑first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth” awards every year? Then a Bilingual Senior Quality Evaluator position at Concentrix is just the right place for you!

As a Bilingual Senior Quality Evaluator, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well‑being, proudly united as “game‑changers.” Together, we help the world’s best‑known brands power a world that works through exceptional customer experiences and tech‑powered innovation. And due to continued growth, we’re looking for more talented game‑changers to join our purpose, people as passionate about providing outstanding customer experiences as we are.

CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great opportunity to reimagine an all‑new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and continuing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

WHAT YOU WILL DO IN THIS ROLE

As a Bilingual Senior Quality Evaluator, you’ll:

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
• Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

YOUR QUALIFICATIONS

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Bilingual Senior Quality Evaluator role include:

• Must be Bilingual in French/English in both written and verbal communication. Language proficiency/fluency tests will be administered to all successful applicants where B2 proficiency in both languages will be required.
• Associate’s Degree in related field from a four‑year college or university with 3‑5 years of relevant experience preferred.
• Strong attention to detail.
• Self‑starter, sense of urgency and works well under pressure.
• Demonstrated ability to multi‑task and meet timelines or deliverables.
• Proficient in Microsoft Office.
• Proficiency in fast‑paced multi‑tasking.
• Eagerness to learn new technologies.
• Strong communication skills, both written and verbal.

WHAT’S IN IT FOR YOU

One of our company’s Culture Beliefs says, “We champion our people.” That’s why we significantly invest in our game‑changers, our infrastructure, and our capabilities to ensure long‑term success for both our teams and our customers. And we’ll invest in YOU to aid in your career path and in your personal development. In this role, you’ll also be provided with:

• The base salary range for this position is $22.00 to $24.00/HR. (pay rate will not be below the applicable minimum wage), plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program (EAP), registered retirement savings plan, paid time off and holidays, and paid training days.
• DailyPay enrollment option to access pay “early,” when you want it.
• Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), Dynamic (Neurodiversity), Women in Tech, OneEarth Champions, and more.
• Health and wellness programs with trained partners to help promote a healthy you.
• Mentorship programs that support your rewarding career journey.
• A modern, state‑of‑the‑art office setting with advanced technologies and a great team.
• Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support.
• Celebrations for Concentrix Day, Game‑Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more.

REIMAGINE THE BEST VERSION OF YOU!

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440,000 game‑changers around the globe call Concentrix their “employer of choice.”

The deadline to apply for this position is December 12, 2025.

Location: CAN Hamilton

Language Requirements:

Time Type: Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to Job Applicant Privacy Notice for California Residents.