Operational support – Specialist

In order to support our growth, we are looking to welcome a Operational support – Specialist to our team.

The Operational support – Specialist assists project managers in the day-to-day operations, ensuring the quality of missions and evaluations completed by mystery shoppers, as well as the proper configuration and integration of collected information into our Hexia platform.

Among other responsibilities, the Operational support – Specialist is expected to:

• Master the corporate environment of clients in our platforms and tools (Hexia, Localtrac, and Publitrac).
• Master the platforms and tools necessary for the effective management of Lanla products (Scoro, Jira/Confluence, Tempo, Teams, etc.).
• Master and manage the evaluation parameters of various Lanla missions.
• Master and manage the integration parameters of clients into Hexia, Localtrac, and Publitrac.
• Contact mystery shoppers by phone or using our email tools to assign missions.
• Guide and train mystery shoppers on the proper functioning of the Lanla platform.
• Conduct follow-ups, perform tests, and validate the quality of evaluations completed by mystery shoppers.
• Assist project managers in daily operations (programming in Hexia, Localtrac, Publitrac, creating questionnaires, client communications, draws, responses to client communications, documents and reports, etc.).
• Ensure compliance with deadlines and the profitability of various projects.
• Update and improve documentation on best practices for configuration and features on our Hexia, Localtrac, and Publitrac platforms.
• Perform any other related tasks.

If certain aspects of this job description are unfamiliar to you, don’t worry! We will be happy to provide the necessary training.

• High school diploma or a combination of experience and education.
• Minimum experience in customer service.
• Bilingual with strong communication skills in both French and English, both oral and written.
• Sense of responsibility towards the quality of customer service and priority management.
• Ability to manage multiple tasks simultaneously and establish priorities.
• Professionalism, interpersonal skills, and excellent teamwork abilities.
• Autonomy, precision, and attention to detail.
• Enjoy working in a dynamic and constantly evolving environment.
• Good knowledge of Excel and Word software.

A SMALL TEAM WITH A BIG HEART…

… and many great ideas to make the world a better place. If this sounds like you, and you’re looking for a place to grow and be part of something rewarding and meaningful, we would be happy to have you as one of us.

Lanla offers an exciting career in an innovative work environment, competitive salary, a range of benefits, including group insurance and a voluntary retirement savings plan (RRSP), in addition to a fantastic team. We encourage ongoing training and offer excellent opportunities for promotion and advancement.