Manager Customer Care QA

Manager Customer Care QA & CX OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land‑based gaming channels. Over the course of fiscal 2023‑24, OLG delivered a record $2.4 billion in net profit to the Province of Ontario. OLG is now expanding its horizons even further, with a new strategic direction that builds on successes to date as a world‑class gaming entertainment leader with a globally admired omni‑channel platform. We are ready to take this game to the next level and need a passionate Manager Customer Care QA & CX to provide oversight to the customer experience and quality assurance programs within Customer Care. The role oversees and assesses the level of service provided against quality assurance standards and executes continuous improvement initiatives to enhance OLG’s customer experience and support the key initiatives within the ISP. YOUR ROLE IN THE GAME Reporting to the Director Customer Care Shared Services, you will be empowered to: Leadership & Team Development Lead a team of Quality Specialists to develop their knowledge, skills and capabilities through mentoring and coaching to successfully implement the Customer Care Quality Assurance Strategy, including performance monitoring, calibration and trend analysis. Foster a culture of continuous learning and accountability, ensuring team members are equipped to deliver actionable insights and uphold quality standards. Quality Assurance Strategy & Execution Provide oversight to the Quality team, including establishing targets, monitoring performance and tracking methods. Develop, implement and monitor quality auditing standards, scorecards, processes and practices for customer service interactions. Ensure QA processes align with the Customer Service Framework and regulatory/compliance requirements. Lead regular calibration sessions across teams to ensure consistency in scoring and feedback delivery. Maintain documentation including procedures, work instructions and flowcharts for QA and Customer experience activities. Customer Experience & Voice Of Customer (VOC) Management Leverage VoC Surveys results/dashboards to identify trends and execute closed loop processes to improve OLG customer experience and drive employee performance. Provide recommendations to Customer Care leadership team, act as voice of customer and contribute to action plans that are developed for business and employee performance. Utilize AI technology (XM Discover, Tethr) to extract, analyze and synthesize customer sentiment and behavioral insights across channels. Translate qualitative and quantitative insights into strategic recommendations that enhance customer journeys and reduce friction points. Collaborate with Enterprise Customer Experience teams to align insights and initiatives from across the organization within Customer Care. Interact with Operational and Shared Services teams to discuss customer experience issues, complete analysis, and report all risks regarding quality monitoring and performance findings. Participate in reviews to maintain and improve efficient and effective department processes and policies. Data Analysis & Insights Generation Build, establish and maintain internal and external strategic relationships (e.g. Enterprise Customer Experience). Develop and maintain deep technical knowledge of relevant technologies and tools to serve as advisor and oversight to staff. Analyze trends and patterns in interactions with customers and retailers to develop insights on exceeding quality assurance standards and alignment with Customer Service Framework. Capture and integrate relevant quality information across Customer Care to maintain both a high‑level and detailed view on Customer Care adherence to quality assurance. Build and maintain dashboards or reporting mechanisms that visualize key QA & CX metrics for stakeholders. Proactively identify root causes of customer dissatisfaction and recommend process or training improvements. Serve as subject matter expert for XM Discover, Qualtrics and other VoC/QA platforms, ensuring optimal configuration, tagging and taxonomy for insight generation. What You Need To Play Work Experience: 3 to 5 years of demonstrated experience managing a team with a high level of discretion and confidentiality; 3 to 5 years of experience assessing and reporting against quality assurance standards; experience in public sector regulatory agencies (preferred); understanding of gaming, entertainment or similar industry (preferred). Knowledge & Education: Post‑secondary degree/diploma in Business, Analytics, Operations or equivalent experience; in‑depth knowledge of quality assurance methodologies, practices and technologies; understanding of OLG products, services and promotions; strong understanding of Customer Care processes and contact centre technologies, systems and best practices. Critical Skills: Effective relationship management skills that enable successful collaboration with management and senior‑level stakeholders and drive ownership and alignment of strategic objectives; demonstrated experience in quality assurance systems and methodologies; strong conceptual and analytic thinking skills, with operational, financial and strategic acumen; forward thinker with the ability to drive process improvements through the organization; demonstrated ability to collaborate across the enterprise on complex and challenging problems; strong leadership skills with demonstrated ability to build, lead and motivate a high‑performing team in a fast‑paced environment; excellent communication skills with the ability to speak to all levels within the organization and external stakeholders. Collaboration & Fun: Inclusive and collaborative work style while creating fun and excitement in our work. Integrity and Trust: Do what’s right and operate with transparency and openness. PERKS OF JOINING OUR TEAM Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario. Flexible Work Environment: to help balance both work and life. Freedom to Innovate: supports new and better ways to be successful. Be your Authentic Self: environment that values diversity as a source of strength. Learning Galore: 24‑7 access to robust online learning programs. Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario. Variable Pay Program: performance‑based incentives to share in our success (Permanent OLG Employees Only). Learn about OLG – GAME ON OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi‑billion‑dollar organization with a wide array of business lines including lottery, land‑based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level. The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including hybrid work. Equity, diversity and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario. While we are re‑shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians. To learn more about OLG go to our website at www.olg.ca. We look forward to hearing from you, interested applicants please apply online by December 3, 2025. OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at careers@olg.ca if you require accommodation at any time throughout the hire process. We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted. Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws, OLG’s Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection, please contact careers@olg.ca, 800‑70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2. #J-18808-Ljbffr