Bilingual Quality Assurance Specialist; Customer Service

Join to apply for the Bilingual Quality Assurance Specialist role at goeasy Ltd.

Join Lend Care — one of Canada’s fastest-growing point-of-sale financing providers and a proud part of the goeasy family. At goeasy, our people and culture are the heartbeat of everything we do, and we’re proud to be recognized for it. We’ve earned prestigious accolades including being named one of Canada’s Top Growing Companies
, certified as a Great Place to Work®, and recognized among the Best Workplaces for Women and for having one of the Most Trusted Executive Teams
, and included on TIME Magazine’s 2025 list of Canada’s Best Companies
. These achievements speak to our commitment to building an inclusive, high-performance culture where people thrive and innovation drives us forward.

At Lend Care
, we do more than provide financing — we help Canadians access life’s essential moments. Whether it’s healthcare, home improvement, powersports or retail purchases, we deliver fast, flexible financing solutions that make it easier for people to move forward with confidence. Backed by cutting-edge technology and a customer-first mindset, we’re redefining how Canadians pay for what matters. If you’re driven to create real impact, join us and help empower people to live life on their terms — one approval at a time.

• Leverage our RRSP match and Employee Share Purchase Plan programs.
• Employee discounts on furniture, electronics, and appliances.
• Access 24/7 healthcare with Virtual Doctor Appointments.
• Personalize your benefits with a customizable package including options for 100% coverage.
• Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.
• Celebrate properly, with your birthday off PAID! Along with paid vacation and personal days.
• For complete picture of total rewards, please .

• Conduct regular reviews of call recordings and email responses of the Customer Service and Collections Team to ensure compliance with quality standards and company policies.
• Review French-language calls and emails to maintain bilingual quality assurance standards.
• Perform call quality evaluations weekly, ensuring a minimum of 5 evaluations per agent per month.
• Analyze compliance and performance trends and share insights with leadership and frontline teams.
• Identify and report customer-damaging behaviors promptly to prevent negative impacts.
• Provide constructive, positive, and actionable feedback to frontline staff to drive improvement.
• Flag potential legal or media risks and elevate appropriately.
• Collaborate with training and operations teams to address recurring issues and enhance customer experience.

• Minimum 2 years in a quality assurance or customer service role.
• Experience in call monitoring and evaluation processes.
• Strong attention to detail and analytical skills.
• Excellent verbal and written communication skills in English and French (bilingual proficiency required).
• Ability to provide constructive feedback and coaching for improvement.
• Knowledge of compliance standards and risk management practices.
• Proficiency in QA tools, CRM systems, and Microsoft Office Suite.
• Ability to work independently and manage multiple priorities.
• Strong problem-solving skills and a proactive approach to identifying issues.

• You must have been in your current role for 9 months.
• Have the endorsement and support of your current manager.
• Must not be currently under corrective action or within 6 months of any previous corrective action.
• Must be achieving or exceeding the required level of individual performance in your current role.

At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. goeasy is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. As an equal opportunity employer, we are committed to providing accommodations…