Bilingual Call Centre Agent – Montreal in Montréal

The CRA is committed to providing an inclusive and barrier-free work environment with a diverse workforce that reflects the Canadians we serve. It starts with the hiring process. We encourage you to complete the EEDI Staffing questionnaire as part of your application if you wish to be considered for appointments using the EE and/or DI staffing requirement in this process.

CRA's National Employment Equity (EE) Staffing Strategy strives to eliminate gaps for the four EE designated groups: Indigenous peoples, persons with disabilities, members of visible minorities, and women. Employees are required to work on-site in accordance with the CRA's requirement for on-site presence. Specific on-site presence requirements will be shared with candidates selected for appointment.

The pool that will be created will be used to staff full-time SP-04 Call Centre customer service positions at the Quebec Regional Contact Centre (QRCC) in Montreal. Hiring is anticipated for late 2026; however, the exact timing may vary depending on operational requirements.

Among other things, you will be called upon to work together with taxpayers, your colleagues and partners, in an innovative and stimulating climate, within a dynamic team.

These Tasks Require Several Skills:

• Excellent customer service, oral and written communication skills
• Judgment
• Strong organizational and priority management skills
• Attention to detail
• Results-oriented attitude

Benefits:

• Flexible leave for work-life balance.
• A health care system that covers multiple life events such as medical expenses, prescription drugs, vision care, dental care, out-of-province medical expenses and hospitalizations.
• An advantageous pension, employee assistance program (EAP) and more.
• Ongoing training to reach your full potential.
• Career opportunities supported by a competent management team.
• A workplace that supports a diverse workforce and talent development.

Before submitting your application, please ensure that the following conditions apply to you:

• Mandatory full-time daytime training for several weeks, provided upon hiring (paid and supervised training).
• Required on-site presence at a CRA-approved location.
• Variable shift schedules, primarily Monday to Friday between 8:00 a.m. and 8:00 p.m., based on operational requirements.
• Required to wear a headset, answer calls, and work at a computer for extended periods during each shift.
• Temporary term position with the possibility of extension.
• Access to a high-speed Internet connection is required to support telework arrangements.

Respond to a variety of enquiries or requests related to tax matters, CRA administered programs and related accounts. Perform various calculations to determine tax or CRA administered program requirements, elections, entitlements, or administrative relief. Educate taxpayers by providing information and promoting available services.

Language requirements: Bilingual imperative CBC/CBC. Candidates must be proficient in both English and French and demonstrate their ability to work in both languages.

This staffing process is intended to fill positions reporting to the Montreal TSO. Candidates who are hired will be required to report on-site at one of the CRA locations listed below in accordance with the CRA's hybrid work model:

• Quebec Regional Contact Center, located at the Tax Services Office (TSO) in Montreal.
• Central and Southern Quebec TSO - Sherbrooke office.
• Eastern Quebec TSO - Quebec office.
• Eastern Quebec TSO - Rimouski office.
• Western Quebec TSO - Rouyn-Noranda office.
• Western Quebec TSO - Gatineau office.
• Jonquiere TC.
• Shawinigan DMCC.

If you are a candidate from the general public, you will have to pay for any expenses related to your participation in this staffing process, as well as any relocation costs if you receive an offer of employment from this process.

We encourage you to submit your application as soon as possible as the closing date and time on this notice of job opportunity may change. You must successfully complete the screening questionnaire: When you apply, you will be required to complete a screening questionnaire. The pass mark will be 60%.

Minimum Staffing Requirements:

• Education: Successful completion of a secondary school diploma.

You must upload clear and legible electronic copies of your educational credentials as attachments in the Education section of your Candidate Profile when submitting your application.

Candidates are encouraged to submit their online application, education credentials and all required documents as soon as possible. Candidates will be screened for the prerequisite staffing requirements on an ongoing basis.

Professionalism: Professionalism is assessed throughout this staffing process. All interactions throughout this staffing process, including email communications, may be taken into consideration by the staffing board to ensure that candidates conduct themselves in accordance with the CRA's core values.