What are we looking for?

• Bachelor's degree in business analytics, process management or related field.
• 5+ years of experience working with quality programs, call center environment, quality management programs.
• Bilingual (French/English), written and verbal preferred.
• Excellent communication skills, written and verbal.
• Organizational, planning and time management skills.

What will be your key responsibilities?

• Manages, records and updates Quality Management Program (QMP) documents, tools and represents for audits for Customer Care annually.
• Identifies training needs as well as supports in trainings needed to improve quality interactions.
• Identifies opportunities and provides individual feedback to each agent during monthly one on one conversations.
• Maintains strong working knowledge of all applicable systems, processes and procedures.

What can you expect from Mars?

• Work with over 130,000 like-minded and talented Associates, all guided by The Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.