SLStephane Laincy
@stephanelaincy
Operations-focused support leader with a passion for quality assurance.
CanadaWhat I'm looking for
With over 6 years of experience in quality assurance and customer experience, I have dedicated my career to driving efficiency and scalable solutions in customer service environments. My expertise lies in managing QA teams, refining support processes, and collaborating cross-functionally to enhance user experiences. I am adept at transforming support data into actionable insights that align with strategic goals, ensuring high-quality service delivery.
Throughout my career, I have achieved significant milestones, including launching a cross-functional knowledge-sharing initiative that improved alignment between QA, training, and operations teams. I developed a process monitoring framework using Excel to track support quality trends across multiple channels, consistently surfacing insights that informed service and policy updates. My role at Public Services and Procurement Canada allowed me to design and maintain dashboards that drove action on systemic issues, ultimately improving satisfaction outcomes.
Experience
Work history, roles, and key accomplishments
Quality Assurance Officer
Public Services and Procurement Canada
Nov 2019 - Sep 2024 (4 years 10 months)
Designed and maintained Excel-based dashboards to track support quality trends, driving action on systemic issues and improving satisfaction outcomes. Conducted in-depth audits using standardized QA rubrics, collaborating cross-functionally to refine processes and enhance onboarding. Spearheaded a QA feedback turnaround project, reducing processing time by 50% and delivering written feedback and c
Quality Assurance Lead - Acting
Public Services and Procurement Canada
Jul 2022 - Aug 2022 (1 month)
Led QA operations during a leadership transition, managing audits, calibrations, and agent feedback across multiple support teams. Provided performance coaching and trend analysis to internal stakeholders to address policy deviations and support gaps. Ensured timely delivery of audit results and performance reporting for executive review.
Client Service Advisor
Public Services and Procurement Canada
Feb 2018 - Feb 2019 (1 year)
Handled inbound inquiries across multiple support channels with a focus on empathy, accuracy, and resolution. Logged and tracked cases in compliance with organizational policies and procedures. Supported training initiatives by sharing front-line insights and contributing to internal knowledge base updates.
Education
Degrees, certifications, and relevant coursework
UOUniversity of Ottawa
Bachelor of Arts, Psychology
Studied Psychology at the University of Ottawa. Gained foundational knowledge in psychological theories and research methods.
Availability
Location
CanadaAuthorized to work in
Job categories
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