Manager - Quality Operations

3 weeks ago

Markham ON, Canada Enercare Inc. Full time

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers.

Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.

Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Join us with an open mind on the future of work

We are seeking an experienced Operations Quality Standards Manager to lead our Quality Assurance team in delivering exceptional customer experiences across all channels and mediums. This critical role will own the CURE process, a customer experience framework that prioritizes customer-centric skills, understanding, resolving, and brand ambassadorship.

As an Operations Quality Standards Manager, you will play a vital role in driving our corporate customer experience strategy, educating, and aligning team members, and delivering exceptional customer experiences across all channels and mediums.

Responsibilities:

  • Develop and implement quality standards, processes, and procedures to ensure alignment with corporate customer experience strategy.
  • Lead and manage a team of QA Analysts, providing guidance, coaching, and development opportunities to ensure exceptional performance.
  • Drive customer experience initiatives across all channels and mediums, focusing on customer-centric culture, empathy, ownership, and customer loyalty.
  • Collaborate with other departments to identify areas for improvement and implement changes that enhance customer satisfaction and reduce complaints.
  • Analyze and report on key performance indicators (KPIs) such as CSAT, FCR, NPS, and QA Score, making recommendations for improvement.
  • Develop and maintain a comprehensive knowledge base of quality standards, best practices, and industry trends
  • Occasional travel required within Toronto, Montreal, Costa Rica, and Columbia

Qualifications:

  • Bachelor’s degree in business administration, Quality Management, or related field.
  • Process-oriented and QA-focused education (e.G., Six Sigma, Lean).
  • Customer experience management certification (e.G., CEM, CXPA).
  • Minimum 5 years of experience in contact center operations, quality assurance, or customer experience management.
  • Proven track record of process improvement and quality assurance success
  • Experience leading people.
  • Experience with customer experience management software and technology.
  • Expertise in the contact centre environment.
  • Process-oriented and QA-focused mindset
  • Customer-centric and empathetic approach
  • Strong leadership and team management skills
  • Excellent communication and interpersonal skills
  • Analytical and problem-solving skills
  • Ability to work in a fast-paced environment.
  • Strong attention to detail and quality focus
  • Continuous learning and improvement mindset
  • Knowledge of:
  • Customer experience principles and best practices (e.G., CURE)
  • Quality assurance methodologies
  • Process mapping and improvement techniques
  • Contact center operations and technology.
  • Performance metrics and benchmarking
  • Adult learning and development principles
  • Coaching and mentoring techniques

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

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