Service Quality Trainer

2 weeks ago

Toronto, Ontario, Canada John Paul Full time

ABOUT JOHN PAUL
John Paul is the world's leader in premium concierge services. At John Paul, people and innovation are at the heart of our business.

Whether it's to serve our numerous clients, prestigious members, or amazing employees, we uphold values of service excellence and an impeccable commitment to everyone.

This is an exciting time to come work with a global team of concierges and enjoy amazing employee benefits.

ABOUT THE ROLE
We have an exciting opportunity for you as a Service Quality Trainer working with our phenomenal team in Toronto. The Service Quality Trainer will be responsible for quality assurance, call auditing, and training in our call center. You will be supported by our Learning and Development Manager, the operations team, and our Customer Experience Manager.

The primary function of this role is to develop a team of concierges to deliver service beyond expectations to our clients.

This role is more than sitting at your desk listening to and scoring calls all day. This is a very engaging and hands-on position. If helping people reach their highest potential motivates you, then you've come to the right place. Your success in this role is determined by the success of the call center concierges.

Work in the office and work at home
Each week, you will have the opportunity to spend two core days in the office with the team. All non-core days will be spent working at home. The salary for this role is $60,000 and you will be eligible for a quarterly bonus too.

Core Days:
Monday, Tuesday, Wednesday, Thursday, and Friday

Non-Core Days:
Sunday, Saturday

SERVICE QUALITY TRAINER KEY RESPONSIBILITIES
The Service Quality Trainer will report to the General Manager in Toronto and partner directly with the management team to ensure all service levels are met, which include but are not limited to:

  • Monitoring and reporting on individual and team performance to management
  • Drive a customer service focus with the ability to pass on best practice knowledge to the team
  • Provide accurate service quality evaluations through call and fulfillment monitoring and scoring.
  • Identify areas for improvement and proactively provide resolutions
  • Host weekly Quality Assurance Meetings and Training Metrics review meetings with Clients.
  • Conduct structured feedback for oneonone and group sessions.
  • Develop and facilitate ongoing training to further enhance the knowledge and expertise of all concierges based on observations, metrics, and trends.
  • Directly accountable for maintaining "Service Beyond Expectations" customer service by sharing insight/feedback from interactions with the client members to the Manager.
  • Prompt escalation of customer or system issues
  • Promote collaboration with team members and management to sustain a respectful work environment.
  • Adhere to company and client procedures and policies, including Dress Code, Attendance, and Punctuality.
  • Any other duties that are needed to drive to the vision, fulfill our mission, and abide by the values of this organization

SERVICE QUALITY TRAINER REQUIREMENTS

  • 35 years of call center experience, specifically in a quality assurance role
  • 35 years of experience in a management position
  • Experience working in travel, hospitality, luxury services, or financial institutions preferred
  • Proven ability to motivate and drive improvement in a call center
  • Excellent verbal and/or written communication
  • Strong focus on identifying quality opportunities and proactively addressing them
  • Excellent time management skills and proven ability to meet deadlines
  • Possesses a positive, cando attitude with the ability to selfmotivate and initiate.
  • Enjoys working in a team environment.
  • Must be qualified to work in Canada.
BENEFITS, PERKS, & CULTURE ADD

  • Competitive salary, paid time off, quarterly bonuses, and other incentives
  • Healthcare and Wellness benefits for eligible employees (Medical, Dental, Vision, 401K, and more)
  • Monday to Friday schedule enjoy your weekends
  • Employee Assistance Program available 24 hours a day, 7 days a week, 365 days a year with confidential counseling and support
  • Employee engagement events (inperson and virtual) all yearround
  • Career growth opportunities
  • Access to an online library to learn key areas of the business
  • Exclusive discount and travel programs with ACCOR Hotels and our preferred partners
  • Receive an IATA card with additional travel benefits and discounts
EEO — We are an Equal Opportunity Employer

John Paul values diversity and respect in the workplace, it's integrated into our corporate values. We celebrate and welcome diversity and are committed to creating an inclusive and equitable environment.

John Paul is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

If contacted for an employment opportunity, please advise if you require accommodation.

MORE ABOUT

  • Personal Trainer

    2 weeks ago

    Toronto, Ontario, Canada onlythestrong Personal Training Full time

    We are an elite functional fitness facility located in the TORONTO area. We are looking for applicants to join our team in the role of a Personal Trainer. This is an incredibly important role as we have a responsibility to our community to continue to lead the industry in quality of service. This begins with finding the right people and supporting their...

  • Personal Trainer

    2 weeks ago

    Old Toronto, Ontario, Canada GoodLife Fitness Full time

    Personal Trainer - North York Dufferin and Finch page is loaded Personal Trainer - North York Dufferin and Finch Apply locations Toronto, Ontario time type Full time posted on Posted Yesterday job requisition id JR102400 PERSONAL TRAINER Who is a Personal Trainer? Personal Trainers are responsible for developing a roster of clients, and working with...

  • IT Trainer, Workday

    2 weeks ago

    Toronto, Ontario, Canada QA Consultants Full time

    IT Trainer, WorkdayJob Type: Contract (6-9 months)Primary Location: Remote/Hybrid - TorontoWe have a position available for an IT Trainer, Workday to support a partner in the non-profit humanitarian sector.Key Responsibilities:Develop and coordinate a software application training curriculum for end users at all levelsDefine the scope of training services...

  • In Home Personal Trainer

    2 weeks ago

    Toronto, Ontario, Canada First Class Personal Training (In Home Personal Training) Full time

    First Class Personal Training is a privately owned company that focuses on delivering specialized one-on-one training to individuals, small groups and corporations. We are seeking Personal Trainers with the following qualities:_ Certified through a recognized organization Dedicated and passionate Energetic Must have a vehicle Flexible in regards to...

  • Personal Trainer

    2 weeks ago

    Toronto, Ontario, Canada Rhapsody Property Management Services Full time

    Overview:We are seeking a dedicated and knowledgeable Personal Trainer to join our fitness team. As a Personal Trainer, you will work closely with clients to help them achieve their fitness goals through customized exercise plans and motivational support.Duties: Generate personal training sales through providing presenting the value of personal training by...

  • Group Fitness Trainer

    2 weeks ago

    Toronto, Ontario, Canada F45 Training - CP006896 Full time

    F45 Long Branch TO is looking for energetic group fitness trainers with GREAT character and a thirst for learning to join our super fun team and potentially fast track to a leadership role. If this is your passion, then read on...THE POSITIONWe're looking for high-quality fitness trainers to deliver team-based, high-intensity training and nail the execution...

  • IT Trainer, Workday

    2 weeks ago

    Toronto, Ontario, Canada QA Consultants Full time

    IT Trainer, Workday Job Type: Contract (6-to-9-month)Primary Location: Remote/Hybrid -TorontoWe currently have an opportunity for a IT Trainer, Workday supporting a partner in non-profit humanitarian sectorKey Responsibilities:Develop and coordinate an overall software application training curriculum for end users at all levelsHelp define the scope of...

  • Personal Trainer

    2 weeks ago

    Toronto, Ontario, Canada D-GYM Full time

    D-GYM Fitness Studio is looking for a self-driven, independent, and honest individual capable of taking on ownership, accountability, and in its essence take over the responsibility of running and growing a newly established fitness studio with its whole future ahead of it. This includes all aspects of coaching & client program development, sales, logistics...

  • IT Trainer, Workday

    2 weeks ago

    Toronto, Ontario, Canada QA Consultants Full time

    IT Trainer, WorkdayJob Type: Contract (6-to-9-month)Primary Location: Remote/Hybrid - TorontoWe currently have an opportunity for a IT Trainer, Workday supporting a partner in non-profit humanitarian sector.Key Responsibilities:Develop and coordinate an overall software application training curriculum for end users at all levelsHelp define the scope of...

  • Merchandising Trainer

    2 weeks ago

    Toronto, Ontario, Canada CT Corporation Full time

    Help us boldly shape retail in CanadaCanadian Tire Corporation's (CTC) rich heritage of serving Canadians from coast-to-coast dates back to 1922. Our vision is to become the #1 retail brand in Canada and we are focused on innovating and making important investments in our business, especially when it comes to our people. To reach our goal, we need the best...

  • Personal Trainer

    2 weeks ago

    Toronto, Ontario, Canada Your House Fitness Full time

    We are Your House Fitness, the fitness professionals who come directly to you. Whether, it's at your home, condominium, outdoor or a designated gym, we get the right trainer for you. Whenever, wherever.We are currently looking for experienced Personal Trainers to work with as independent contractors in servicing Toronto. Set your schedule and we match you...

  • Personal Trainer

    2 weeks ago

    Toronto, Ontario, Canada Body + Soul Fitness Full time

    Join our team of first-class personal trainersBody + Soul Fitness is looking for educated and experienced personal trainers who are eager to help people reach their goals while working with a team of top-notch fitness professionals.Who We Are:Our success has been built on helping our clients lead happy, healthy, and active lives. Our knowledgeable personal...

  • Trainer, Adoption

    2 weeks ago

    Toronto, Ontario, Canada Softchoice Full time

    The Trainer is a member of the Adoption & Change Management team, working with project delivery in a customer-facing role. The focus of the Trainer is on designing, developing, and delivering instructor-led training to our customers. In this role, you will work closely with the Adoption & Change Management Consultants and overall project team to ensure...

  • Certified Personal Trainer

    2 weeks ago

    Toronto, Ontario, Canada LIVunLtd. Full time

    LIVunLtd is looking for driven, energetic and educated personal trainers for their newest facility in downtown Toronto at CIBC SQUARE. This facility is fully equipped with commercial-grade strength and cardio equipment, two group exercise studios and even an outdoor terrace overlooking the city (for those beautiful summer months).Skills: Enthusiasm, passion,...

  • IT Trainer

    2 weeks ago

    Toronto, Ontario, Canada The Salvation Army Canada and Bermuda Full time

    IT TrainersLocation: Multiple locations (Hybrid/Remote)Division: Information Technology, Front Line Experience and TransformationAbout The Salvation ArmyFor more than 130 years, The Salvation Army (TSA) has had the privilege of serving vulnerable people in communities across Canada and Bermuda. Last year, we helped over 2.1 million people, providing...

  • Merchandising Trainer

    2 weeks ago

    Toronto, Ontario, Canada CT Corporation Full time

    What you'll doReporting to the Manager, Merchandising Learning & Development, the Merchandising Trainer will lead the delivery of role-specific "new-in-role" and "just-in-time" learning and coaching programs for key CTR Merchandising roles in the areas of Category Business Management, Pricing, Planning and Forecasting. As a Merchandising Trainer, you will...

  • Supervisor, Quality and Training

    2 weeks ago

    Toronto, Ontario, Canada Porter Airlines Inc. Full time

    Job Summary:Reporting to the Manager, Customer Relations Process Excellence, this supervisory role is accountable for overseeing new-hire Training, instructional design and team member upskilling. The primary objective is to ensure the effective onboarding, continuous skill development and sustained quality performance of Contact Centre team members.This...

  • Trainer for Evenings and Weekend

    2 weeks ago

    Toronto, Ontario, Canada Ontario Learning Development Foundation Full time

    OLDF is looking for a trainer for a contract position. The Trainer will be responsible for training and developing additional training courses.Ontario Learning Development Foundation (OLDF) is a registered charity in Canada that performs training and educational services for youths, children, new immigrants, and seniors. Our mission is to transform our...

  • Health & Safety Trainer

    2 weeks ago

    Toronto, Ontario, Canada Public Services Health & Safety Association Full time

    Position Summary:Join our team and help create a healthier and safer tomorrow for Ontario's Public Sector CommunityAre you enthusiastic about delivering Health and Safety Training? If so, this is the opportunity for you PSHSA is growing and is excited to add 3 full-time Health and Safety Trainers to our team. We are looking for energetic Health and Safety...

  • Personal Trainer In-home Toronto

    2 weeks ago

    Toronto, Ontario, Canada Nielsen Fitness In-Home Personal Training Full time

    Nielsen Fitness is the top in-home personal training firm in Toronto and we have been operating since 2006. We are looking to hire a few more premium personal trainers to join our team part time and/or full time.We are hiring trainers to service clients In-home in Toronto (Midtown, Downtown, North and East York) starting this month. We are looking for...