The CRA is looking for agents in various call centre customer service positions at the SP-04 level at the Quebec Regional Contact Center (QRCC) in Montreal

For a description of key terms used on CRA job notices, go to Definitions for job seekers.

About The Job

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.

To find out more about the CRA's actions in support of Employment Equity (EE), diversity and inclusion (DI), and read testimonials from our employees and executives, please visit the following CRA web sites: Employment equity, diversity and inclusion and Our workforce testimonials - Canada.ca.

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. Also, ensure that you have provided consent in the EEDI staffing questionnaire for your EEDI information to be used for screening or selection.

If you do not complete the questionnaire, you will not be considered for any appointments using the EE and/or DI staffing requirement in this process. If you decide to modify your response or fill out this questionnaire at a later date, please notify the contact listed at the bottom of this notice of job opportunity.

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. Where an EE gap exists at the time of appointment, EE may be used as an appointment criterion for permanent and temporary appointments over six months made through this process.

Employees are required to work on-site in accordance with the CRA's requirement for on-site presence. Workplace arrangements are based on the position, work location, and operational requirements, and are subject to change. Specific on-site presence requirements will be shared with candidates selected for appointment.

Workplace accommodations based on the duty to accommodate as well as individual exceptions may be granted depending on the circumstances and the nature of the work being performed.

Purpose Of This Staffing Process

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.

What to expect when applying for this position?

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
• You think you are the right candidate? Then join us!

Benefits

Why work at the CRA? In addition to competitive salaries starting at $33.41 per hour for SP-04, we offer some of the most sought-after 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, etc.
• 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, in accordance with current workplace arrangements;
• Variable shift schedules, primarily Monday to Friday between 8:00 a.m. and 8:00 p.m., based on operational requirements. Please consider these hours before applying, as your preferred shift may not be available;
• 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.
• Work arrangements, including remote work, may change following the training period, depending on operational requirements.
• 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.
• Accept payment arrangements where applicable and authorized, within established parameters.
• Educate taxpayers by providing information and promoting available services.
• To obtain a copy of the work description, please send an email to the address at the bottom of this notice.

The pool established from this staffing process may be used to staff similar positions.

Language requirements: Bilingual imperative CBC/CBC*

• Here is some Additional information about language requirements for candidates.
• Candidates must be proficient in both English and French and demonstrate their ability to work in both languages.

The Canada Revenue Agency (CRA) currently has restrictions on certain hiring activities. As a result, any staffing from this process will be limited to temporary opportunities. Permanent staffing may be considered if circumstances change while this pool is still valid.

Types Of Staffing Requirements

Minimum : the minimum staffing requirements indicated in this notice of job opportunity are mandatory for all positions to be staffed. The minimum staffing requirements are: education, language, performance level, security status and/or clearance and suitability.

Essential : essential staffing requirements indicated in this notice of job opportunity will be assessed and may be used to identify candidates for positions to be staffed.

Asset : asset staffing requirements indicated in this notice of job opportunity may be assessed and may be used to identify candidates for positions to be staffed. You will be notified in advance of any asset staffing requirements being assessed, at the evaluation stage, that are not listed on this notice.

To apply

SCREENING FOR PREREQUISITES STAGE

Who can apply?

Persons living in Canada and Canadian citizens and permanent residents living abroad.

Preference for appointment will be given to veterans, Canadian citizens and permanent residents.

Qualified members and former members of the Canadian Armed Forces who receive an offer of employment are not entitled to relocation costs from the CRA. They may, however, be entitled to a final relocation from the Department of National Defence.

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 (candidates who are able to work on-site under the hybrid work model at the Montreal TSO may be given priority) :

• Quebec Regional Contact Center, located at the Tax Services Office (TSO) in Montreal, at 305 René Lévesque Boulevard West, Montreal
• Central and Southern Quebec TSO - Sherbrooke office, located at 50, Place de la Cité, Sherbrooke
• Estern Quebec TSO - Quebec office, located at 2575, boulevard Ste Anne, Quebec
• Estern Quebec TSO - Rimouski office, located at 4C-217 avenue Léonidas Sud, Rimouski
• Western Quebec TSO - Rouyn-Noranda office, located at 151, avenue du Lac, Rouyn-Noranda
• Western Quebec TSO - Gatineau office, located at 85, chemin de la Savane Gatineau
• Jonquiere TC, located at 2251 boulevard René-Lévesque, Jonquière
• Shawinigan DMCC, located at Shawinigan NVCC, at 4695, boulevard Shawinigan-Sud, Shawinigan
• 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.

We may give preference to the first candidates who meet the staffing requirements to apply. Additional candidates may be considered as needed. If you are considered further, we will notify you in writing of the next step in this staffing process.

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%. Candidates with 5 or fewer correct answers will be automatically excluded from the hiring process. To help you answer them, please visit the following link: Canada Revenue Agency - Canada.ca.

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. Failure to do so may have result in your application being rejected.

Please note: If you have degrees or credentials obtained outside Canada, please refer to the following link for additional documentation requirements: Foreign education credentials and designations.

If you have foreign education credentials, you must have your education credentials confirmed by a recognized credential assessment service and provide proof of Canadian equivalency to the staffing board. For more information, visit the Canadian Information Centre for International Credentials. Any associated charges are your responsibility.

You must upload your proof of Canadian equivalency in the Education section of your Candidate Profile. If you submitted an application for recognition of educational equivalence, it must have been submitted on or before the date on which you apply for this process, otherwise your application may be rejected. You will be asked to provide proof of the application submission date.

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 on-going basis. Candidates who meet the prerequisite staffing requirements will continue to progress in this staffing process.

• Suitability*
• If you are a former CRA employee and your most recent period of employment with the CRA ended under one of the following circumstances, a case-by-case review will be conducted to determine whether the reasons for your termination affect your ability to meet the staffing requirements for the positions to be staffed as part of this staffing process :
• Rejection on probation
• Termination of employment for incompetence
• Termination of employment for misconduct
• Assessment

If you have a limitation that may impact your performance during an assessment, such as a test or interview, you may require an accommodation, and we encourage you to ask for it. Assessment accommodations are designed to remove the obstacles without altering the criteria being assessed so candidates with limitations can fully demonstrate their abilities.

If we invite you to be assessed, we will send you more information on how to request accommodation measures throughout this staffing process.

Each request will be individually reviewed. You will be asked to provide information regarding your limitations to be reviewed by a trained assessment accommodation advisor. If needed, professional documentation may be requested to determine the appropriate accommodation measures. All information will be kept confidential.

For examples of assessment accommodations, please visit: Accommodation during an assessment as a candidate.

ASSESSMENT STAGE

Minimum staffing requirement

• Second Language Evaluation*
• If you have existing Second Language Evaluation (SLE) results, please ensure that you upload a copy of your results in the Documents section of your candidate profile when you apply. If you have already completed the Second Language Evaluation (SLE) for a Canada Revenue Agency hiring process and need a copy of your results, you can request one from the Public Service Commission (PSC), click here.

If you do not have Second Language Evaluation (SLE) results, you will be invited to take the SLE tests as part of this process. Please note that you can be assessed only once for each SLE test in this staffing process.

Essential Staffing Requirement

• Unsupervised online test Korn Ferry – Taxpayer Contact I (KFEL-01*) : Global passing mark 60%
• Please note that if you have previously completed this Korn Ferry test, namely the Unsupervised Online Test Korn Ferry – Taxpayer Contact I (KFNE-01), as part of another staffing process, your result is transferable. Therefore, you will not be required to take the test again. However, if you choose to retake the test, the most recent result obtained will be the one used for the purposes of this process.
• Assessments may be completed at a time of your choosing within predetermined testing windows. However, candidates are expected to make themselves available to complete the unsupervised online assessments during those periods. Please note that assessments will not be rescheduled except under exceptional circumstances, which will be reviewed on a case-by-case basis. If you do not complete the assessments, your application will be rejected. In such cases, candidates will be considered to have withdrawn from the process. Additional details regarding the assessments will be sent at a later date to the email address listed in your Candidate Profile.

We may limit the number of candidates to be considered further in this staffing process by using a top-down approach to select candidates with the best results achieved on the Korn Ferry – Taxpayer Contact I (KFNE-01) test.

• Professionalism**
• Please note that professionalism is assessed throughout this staffing process. Professionalism is defined as: demonstrating respectful behaviours, including respect for the Canada Revenue Agency, courtesy, consideration, honesty, ethical conduct, and integrity.

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. Candidates who fail to uphold one or more of the CRA's core values during this staffing process may not be considered for further participation.

Candidates must also continue to meet the essential staffing requirements in order to remain in the staffing process.

Asset Staffing Requirements

• Employment Equity
• Budgetary considerations
• Diversity and Inclusion
• Duration of appointment
• Experience
• Minimize business disruption
• Qualification
• Start date
• Performance validation
• Conditions of employment
• Reliability/Security : Reliability Status
• Documents for out-of-country verification are required in cases where the applicant has lived abroad for more than 6 consecutive months during the background assessment period. Start early: Familiarize yourself with the format and type of information you will need to provide. Start gathering the required information now. . Applying for Government of Canada jobs: What happens next - Canada.ca
• Willingness to work on evenings and/or on weekends
• Willingness to work overtime
• Willingness to work shifts or a flexible schedule (including weekends and statutory holidays)
• Willingness to take and successfully complete training
• Want to know more?

We encourage you to read Important information on staffing at the CRA to find out more about staffing processes and how to apply.

CRA employees support the economic and social well-being of Canadians, and build public trust. We have high expectations, and our employees are held to the standards of conduct outlined in our Code of integrity and professional conduct and Directive on conflict of interest, gifts and hospitality, and post-employment.

Plan ahead! Gathering the documents required for the security screening process may take time; therefore, we recommend that you begin this process as early as possible. For more information, please consult: Applying for Government of Canada jobs: What happens next - Canada.ca

Information regarding the status of your application will be communicated via the candidate profile on the CRA Careers site. We strongly encourage you to verify the email address attached to your profile and to check your messages regularly for any updates.