Call Center Quality Manager

3 weeks ago

Toronto, 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 and travel perks. Our work environment includes:

- Work-from-home days
- Growth opportunities
- Company perks
- International workforce & more

The Service Quality Trainer will play a critical role in the success of our concierge program, responsible for quality assurance, call auditing, and training in our call center. You will be supported by our Learning and Development Manager, our VP of Client Success, the entire 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 $70,000 and you will be eligible for a quarterly bonus too.

**Core Days**: Monday, Tuesday, Wednesday, Thursday, and Friday
**Non-Core Days**: Sunday, Saturday

**Call Center Quality Manager Key Responsibilities**:
The Quality Manager will report to the General Manager in Toronto and partner directly with the management team to create a culture of high-quality performance. This role will have the support of the company's CEO, VP of Client Success, General Manager, Customer Experience Manager, and local leadership team. Responsibilities for this high-profile role include (but aren't limited to):

- Develop an elevated quality program for the Toronto call center
- Create processes to measure the success of quality initiatives and proactively make changes as needed to drive the desired service quality results
- Take complete ownership of the call quality program for the call center; liaise with internal operations and client success team to build a quality program that serves ultra-high net worth clients
- Monitor and report on individual and team call performance to management
- Drive exceptional customer service with the ability to deliver 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 one-on-one 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
- 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

**Call Center Quality Manager Requirements**
- 3-5 years of call center experience, specifically in a quality assurance role
- 3-5 years of experience in a management position
- Must be fluent in English and French
- Experience working in ultra-high net worth 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 in English and French
- Experience with Salesforce preferred
- Strong focus on identifying quality opportunities and proactively addressing them
- Excellent time management skills and proven ability to meet deadlines
- Possesses a positive, can-do attitude with the ability to self-motivate and initiate.
- Enjoys working in a team environment.

**Benefits, Perks, and 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 (in-person and virtual) all year-round
- Caree

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