Job Specifications
About Ascendion
Ascendion is a full-service digital engineering solutions company. We make and manage software platforms and products that power growth and deliver captivating experiences to consumers and employees. Our engineering, cloud, data, experience design, and talent solution capabilities accelerate transformation and impact for enterprise clients. Headquartered in New Jersey, our workforce of 6,000+ Ascenders delivers solutions from around the globe. Ascendion is built differently to engineer the next.
Ascendion | Engineering to elevate life
We have a culture built on opportunity, inclusion, and a spirit of partnership. Come, change the world with us:
Build the coolest tech for world’s leading brands
Solve complex problems – and learn new skills
Experience the power of transforming digital engineering for Fortune 500 clients
Master your craft with leading training programs and hands-on experience
Experience a community of change makers!
Join a culture of high-performing innovators with endless ideas and a passion for tech. Our culture is the fabric of our company, and it is what makes us unique and diverse. The way we share ideas, learning, experiences, successes, and joy allows everyone to be their best at Ascendion.
About the Role: We are seeking bilingual Quality Assurance (QA) Analysts to evaluate customer–agent interactions and ensure alignment with business intent, quality expectations, and regulatory compliance. The QA Analyst will review recorded calls, case notes, and documentation to assess agent performance using established guidelines and scoring rubrics.
Job Title: Customer Support Agents
Key Responsibilities:
Monitor and review customer–agent interactions (calls, case notes, and related documentation)
Evaluate adherence to business protocols and relevant compliance standards
Apply standardized scoring rubrics to assess call quality and documentation accuracy
Identify procedural or compliance deviations and score accordingly
Deliver clear, structured feedback to internal stakeholders
Ensure agents consistently follow required procedures, scripts, and quality standards
Requirements
Bilingual proficiency in French and English (verbal and written)
Excellent attention to detail with strong analytical and evaluation skills
Ability to work independently and quickly learn new technology platforms
Prior experience in quality assurance, call auditing, customer support, or familiarity with regulated industries is preferred
Comfortable working with intuitive but not necessarily plug-and-play internal systems
Additional Notes
Role is primarily BAU (Business-As-Usual), with some variation based on interaction type
Candidates should be adaptable, proactive, and willing to learn internal tools and processes
Location: Toronto, Ontario
Salary Range: The salary for this position is between $33,320 - $42,840 annually. Factors which may affect pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.
Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: [medical insurance] [dental insurance] [vision insurance] [401(k) retirement plan] [long-term disability insurance] [short-term disability insurance] [personal days accrued each calendar year. The Paid time off benefits meet the paid sick and safe time laws that pertains to the City/ State] [12-15 days of paid vacation time] [6-8 weeks of paid parental leave after a year of service] [9 paid holidays and 2 floating holidays per calendar year] [Ascendion Learning Management System] [Tuition Reimbursement Program]
Want to change the world? Let us know.
Tell us about your experiences, education, and ambitions. Bring your knowledge, unique viewpoint, and creativity to the table. Let’s talk!
About the Company
Ascendion is a leading provider of AI-first software engineering services. Our applied AI, software engineering, cloud, data, experience design, and talent transformation capabilities accelerate innovation for Global 2000 clients. Ascendion is headquartered in New Jersey. In addition to our remote/hybrid workforce, we have a presence in 12 countries and 40+ global offices across North America, Eurpoe, and APAC. We are committed to building technology powered by Generative AI with an inclusive workforce, service to our commun...
Know more