Groupe Dynamite Inc. Specialist, Quality Assurance (Customer Service)

Overview

Groupe Dynamite Inc. (GDI) is a Montréal-based, public company of integrated omni-channel brands, designing and distributing accessible, trend-forward fashion for women since 1975.

Our mission of "Empowering YOU to be YOU, one outfit at a time" is brought to life through the GARAGE and DYNAMITE banners and represents the consumer-centric core of GDI's long-standing success as a leading retailer in North America.

Today, GDI operates nearly 300 stores across Canada and the United States, as well as shoppable brand experiences at Garageclothing.com and Dynamiteclothing.com.

Job Summary:

The Quality Assurance Specialist is responsible for monitoring and improving the quality of customer interactions across GDI's online customer service channels. This role focuses on evaluating performance, delivering clear and constructive feedback, and providing actionable recommendations that support agent development, customer satisfaction, and operational excellence.

This position requires strong QA experience, comfort with technology, and excellent communication skills. The successful candidate will be expected to quickly learn and use QA tools, collaborate closely with the Operations and Training teams, and uphold GDI's brand standards and customer experience expectations.

Main Responsibilities:

• Implement, operate, and update GDI's future quality management software;
• Evaluate customer interactions across all service channels (chat, email, phone, social);
• Provide clear, actionable feedback and improvement recommendations to agents and leaders;
• Identify performance trends, gaps, and root causes impacting quality and customer satisfaction;
• Own QA tools and reporting to document results and share insights;
• Organize and lead calibration sessions with team leaders;
• Create and maintain continuous improvement initiatives for the overall customer experience, quality standards, and operational performance.

Qualifications:

• 3+ years of experience in a Quality Assurance position;
• Proven experience auditing customer interactions and coaching for performance improvement;
• Strong understanding of omni-channel customer service operations;
• Comfortable with technology and able to quickly learn new QA tools and systems;
• Strong analytical skills with the ability to translate findings into practical recommendations;
• Excellent written and verbal communication skills.
• Strong judgment, fairness, and attention to detail;
• Collaborative, organized, and improvement-focused;
• Bilingualism (French and English) is required for daily communication with suppliers and stakeholders.

At GDI, you will be part of a growing organization that understands the importance of investing in people and offers you:

• A comprehensive compensation package that includes performance-driven bonuses;
• A group retirement savings program with employer matching;
• Flexible group insurance with personalized coverage that meets your needs;
• An employee discount at Garage and Dynamite;
• Exclusive private sample sales;
• A flexible vacation policy;
• And more!

GDI has been repeatedly voted one of Montréal's Top Employers and one of Canada's Top Employers for Young People.

Our promise...
No day will be like the last-we aim to be better today than we were yesterday. We are committed to employment equity.

Candidates that are retained will be called for an interview.

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