Wireless Operations - Quality Assurance Support, Bell Mobility
Req Id: 428403
At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.
If you’re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.
The Bell Mobility team offers the best and latest mobile devices, wireless services and Internet of Things solutions to consumer and business customers, with the top speeds, coverage and reliability on Canada’s Best National Network. We love to innovate, embrace big challenges, and live for the newest technology
Summary
The Quality Assurance Support team is a dynamic team within the overall Wireless Operations Department. The successful candidates will evaluate and audit calls, e-mails & contractual implementation; along with other accountabilities where required. The will also be responsible to provide coaching, drive continuous insight and process improvements by leveraging their knowledge and expertise.
Key Responsibilities
- Evaluate and audit Quality/Accuracy of calls and emails
- Document and deliver training to new or existing agents
- Support transformational projects as SME
- Collaborate to provide customized coaching based upon audit results, trends and observations
- Validate post new/renew contract implementation contracted price plan, T&C and first bill accuracy
- Exhaustive analyzes and make recommendations /Adhoc projects
- Customized coaching based upon audit results
- Preparation of documentation/Communications as required
- Identification of process gaps and opportunities based agent feedback, escalations etc.
Essential Requirements and Competencies
- Bilingualism is preferred (French and English)
- Mastering of verbal & written communication (Excellent communications skills)
- Superior knowledge of the wireless billing system NM1/CSM, SalesForce, Singleview, CCC Portal, CSS …
- Working knowledge of Microsoft applications: Excel, Outlook, Word, and PowerPoint.
- Thorough knowledge of Wireless corporate policies and procedures.
- Autonomous & resourceful, passionate & results driven
- Demonstrates persistence, confidentiality & integrity
- Strong leadership attributes, effectively able to communicate and represent Team in a professional and effective manner
- Must be analytically inclined & positive when called upon to assist with dispute resolution
- Excellent organization, planning and time management skills with attention to detail
- Work in a self-sufficient manner and within the team
- Be able to take decisions, solve problems and manage priorities
- Manage multiple tasks with varying timelines
- Available to work between 8:00am – 8pm EST, Monday to Friday
Preferred Requirements
- College Diploma
- Minimum 2 years experience or equivalent
- Knowledge in corporate client billing infrastructure, eReporting ,CSS & Wireless Provisioning
- Working knowledge of SmartPath, Salesforce, NM1
- Good knowledge of Wireless corporate policies and procedures
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Non Management
Job Status: Regular - Full Time
Job Location: Canada : Quebec : Montreal
Work Arrangement: Remote
Application Deadline: 04/02/2026
For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.
At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.
Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.
Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information.
Created: Canada, QC, Montreal
Bell, one of Canada's Top 100 Employers.