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Customer service - Key Account Coordinator

Customer Service & Sales Support
Yellow Pages
014185 Requisition #

Colleagues you’ll love.
A dynamic and collaborative workplace where you can contribute to our story.
An access to over 6,000 free courses for your continuous development and career growth.
Comprehensive benefits from day one. 

This is the #YPLife and what working at YP is all about.


What is a Quality Assurance Agent at Yellow Pages?

Want to contribute to the development and prosperity of local small and medium-sized businesses? Welcome to Yellow Pages! As a Google Premium Partner and Facebook Marketing Partner, Yellow Pages is a leader in digital marketing for companies across Canada.


As a quality assurance agent (QAA), your role is role is primarily comprised of administrative and procedural activities so that the requirements and goals of Yellow Pages products can be effectively and flawlessly fulfilled. The agent ensures compliance to corporate protocols – includes, but not limited to, systematic measurement, industry comparisons, monitoring and focus for error prevention.Your main responsibilities will be account validation and audits.

Account Validation
• Product knowledge is key to the performance of the QAA role
• System knowledge is key to the performance of the QAA role
• Coordinate ad requests and ad design creations, proof revision, and follow-up for signatures.
• Check all contracts, ad requests, proofs and other documents produced by the MAC / Diamond Manager for accuracy
• Ensuring the release of documents to appropriate departments
• Resolution of administrative issues: i.e. - general billing inquiries, book closing queries, service order activities, late requests, National Account queries, opening cases for such reasons as control and de-control, commission adjustments, White Pages changes, Send Letter activities, yp.ca issues
• Ensure key elements are present: contact first & last name / billing address or email address / business telephone number / company name/ category-heading
• AD HOC request
• Identify/report and maintain records of patterns and trends
• Provide solutions to improve efficiencies – can be technical, policy, adherence or non-adherence to corporate convention, etc.
• Compliance to National Contract Signature Policy for all channels
• Acquiescence for content and digital fulfillment mandates
• Review interdepartmental efficiencies for best practices
• Continuous improvement relative to industry standards
• Establishing and maintaining performance metrics
• Analyze customer information based on comparison of multiple systems to determine areas of improvement/modification of systems
• Liaise with back-end Operations teams to resolve issues
• Upon request from Sales Directors finalize voice, paper, or e-signature audits
Why should you apply for the Quality Assurance Agent position?
- We bet on everyone potential rather than pressure management
- We offer week paid training, flexible benefits package on your first day, a casual environment where you can wear jeans
- We offer at least a minimum wage of 18,48$ per hour
- We continually develop skills and team cohesion through the organization of role plays
- We distinguish the most beautiful achievements by awarding prizes or recognition programs
- We propose to our employees to advance in their career according to their expectations
- We work in the amazing Nordelec building which includes a gym
- Work schedule from Monday to Friday evening shift finishing at 8h00pm



What do you need to be a Quality Assurance Agent at Yellow Pages?

-  High School diploma
-  Bilingual
-  2-3 years of experience in customer service, supporting sales
- 2-3 years of experience in an office or call center


Nice to have:
-  Ability to multi-task with constant interruptions
- Strong organizational and accountability
- Reliable / team player
- Strong interpersonal skills – internal & external
- Exceptional time management
- Critical thinking ability
- Accuracy and attention to detail
- Strong sense of urgency
- Work independently with minimal supervision
- Must demonstrate initiative; solution oriented attitude
- Professional & pleasant communication skills (e.g. Clear & concise telephone manner)
- Ability to work & deal with difficult people & complex personalities

You are ready to join the Yellow Pages adventure as a Quality Assurance Agent? Send us your resume right now!


About Yellow Pages
We’ve been in the game since 1908 and we continue to transform to offer our 229 000 clients the best possible products and services. We foster business relationships between Canadian small-to-medium businesses and their prospective customers. We do this by providing tailored, locally-relevant digital media and marketing solutions designed with both in mind. Over 73% of our revenue is generated by digital solutions.



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