Specialist, Quality Assurance

2 months ago

Mississauga, Canada Bell Canada Full time

Req Id: 410832

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we’re revolutionizing how Canadians communicate.

If you’re ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the Bell team.

**Summary**:
Bell is looking for a Specialist, Quality Standards to focus on quality standards across the Neighbourhood Marketing Team. The Specialist will perform in field shadowing of NMT agents, call listening, as well as complete customer follow ups in order to evaluate the NMT marketing process and customer journey. The Specialist will also be required to complete analysis and present findings to leadership and provide recommendations on how to improve the end-to-end Neighborhood Marketing Team process and customer experience.

**Key Responsibilities**:

- Monitor and evaluate quality standards within the NMT Channels
- Regularly audit internal and vendor processes to ensure adherence to channel requirements
- Develop strong relationships with internal and external partners to build a strong understanding of the business and seek to understand business trends so that effective recommendations on Quality practices can be implemented
- Recommend evaluation criteria and measures
- Leverage data analytics to drive change for all operational teams including external partners
- Play a key role in reaching internal quality assessment targets, calibrating feedback and ensuring performance
- Create and deliver reports and presentations to stakeholders from different levels
- Ad hoc requests where required
- This role will be considered “Remote” Workways profile - in office 1 day a week

**Critical Qualifications**:

- Must have a valid driver license and vehicle - this role is eligible for mileage reimbursement
- University degree or comparable experience
- Strong leadership, training and coaching skills
- Proven analytical skills - able to identify and understand trends; able to synthesize and translate results into actionable items
- The ability to effectively handle multiple, high priority tasks, at the same time
- PC Proficient - MS Suite Office
- Telecommunications industry experience is an asset
- Ability to lead and influence at cross-functional level
- Ability to manage competing priorities and deliver results on short timeframes
- Superior written and verbal communication skills
- Detail oriented and inquisitive with a strong aptitude to understand complex situations

EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Type**:Management
**Job Status**:Regular - Full Time
**Job Location**:Canada : Ontario : Toronto || Canada : Ontario : Don Mills || Canada : Ontario : Mississauga
**Flexible work profile **:Remote
**Application Deadline**:06/29/2023

Created: Canada, ON, Mississauga

**Bell, one of **Canada's Top 100 Employers.

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