Consumer Research Associate (Remote)

gl; St. Catharines; Remote; CAD 28,000 - 30,000; Full time

Job summary

gl in St. Catharines, ON is hiring Customer Service Associates for day and night shifts. This on-site role includes a pay rate of $20.00/hour (Day) and $21.50/hour (Night) plus a $1,000 signing and retention bonus. Start date is as soon as possible with a contract up to 12 months and potential extension.

Responsibilities include reviewing and refining AI transcripts, handling high-value calls, and ensuring quality across CSAT and tone metrics. 40 hours per week with 7-day scheduling coverage.

Qualifications

• 2 years of experience in high-touch customer service, hospitality, concierge, or technical customer support roles.
• Excellent written and verbal English communication skills with strong emotional intelligence and attention to detail.
• Comfort working in fast-paced, tech-enabled environments with evolving workflows.

Responsibilities

• Serve as a workflow subject matter expert by reviewing, annotating, and refining AI call transcripts and training materials.
• Directly handle high-value, complex, or escalated customer calls with professionalism.
• Evaluate AI agent interactions for tone, accuracy, and adherence, providing feedback for improvements.

Skills

Customer service

Communication

Attention to detail

English proficiency

Job description

We’re Hiring: Customer Service Associates (Day & Night Shifts)

Location: St. Catharines, ON (100% On-site)

Pay Rate: $20.00 / hour (Day Shift), $21.50 / hour (Night Shift) + $1,000 Signing & Retention Bonus

Start Date: As soon as possible

Contract: Up to 12 months with possibility of extension

Shift Options Available:

• Day Shift: 8:00 AM – 5:00 PM EST ($20.00/hour)
• Night Shift: 5:00 PM – 2:00 AM EST ($21.50/hour)

Schedule: Operational coverage 7 days a week (staggered schedules; 40 hours/week)

Advantages

• Competitive hourly pay with reliable weekly direct deposit. $1,000 Bonus Structure: $500 Contract Commencement Bonus after completing 4 consecutive weeks of service. $500 Contract Completion Bonus after completing 12 weeks of service. (Applicable taxes withheld).
• Fast-tracked hiring process.
• Hands‑on experience in AI platform calibration and technology‑enabled customer operations.

Responsibilities

• Serve as a workflow subject matter expert by reviewing, annotating, and refining AI call transcripts and training materials.
• Directly handle high‑value, complex, or escalated customer calls with exceptional professionalism and composure.
• Evaluate AI agent interactions for tone alignment, factual accuracy, and procedural adherence, providing clear feedback for platform improvement.
• Act as a quality backbone by bridging the gap between AI automation and real‑world customer service standards.
• Identify service bottlenecks, escalation triggers, and failure modes to recommend system updates and user experience enhancements.
• Maintain high quality metrics including CSAT, resolution rates, and tone scoring across communication channels.

Qualifications

• 2 years of experience in high‑touch customer service, hospitality, concierge, or technical customer support roles.
• Excellent written and verbal English communication skills with strong emotional intelligence and attention to detail.
• Comfort working in fast‑paced, tech‑enabled environments with ambiguous or evolving workflows.
• Strong analytical mindset capable of spotting gaps, factual errors, and tone misalignments in automated responses.

Summary

This is a unique opportunity to shape the future of customer service by combining your frontline communication expertise with advanced AI technology. Working 100% on‑site in St. Catharines, you will play a critical role in training AI models, evaluating platform output, and delivering elevated customer experiences.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity‑seeking groups who are usually underrepresented in Canada’s workforce, including those who identify as women or non‑binary/gender non‑conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [e-mail] to ensure their ability to fully participate in the interview process.