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Manager, Quality Optimization

1 month ago

Dorval, Canada Air Canada Full time

**Description**

**Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.**

Reporting to the Director, Service Delivery Optimization, the Manager, Quality Optimization will lead quality programs for the multi-location, multi-department network of the Customer Contact Centres with the objective of driving continuous improvement initiatives across the branch.

This position requires a leader with significant customer service and recovery experience within the airline, hospitality or retail industry. The position is intended to create, lead, launch, and maintain the methodology, processes and systems related to quality optimization across all channels within the branch based on business insights and trends.

This incumbent will provide leadership and strategy related to improving key metrics, including handle time, speech analytics, sentiment analysis, customer feedback and compliance to optimize the customer and employee experience. They are the business owner of the branch tools (Contact Lens, etc.) that support the customer experience and service deliverables. Success in this role is defined by the incumbent's ability to draw conclusions from multiple data sources, drive change and champion customer service excellence using data-driven business insights.

**This is a 12-month temporary contract, with a possibility of extension to 18 months.**

**Responsibilities**:

- Lead data-driven quality optimization strategies to enhance performance across the branch.
- Oversee the Quality Optimization program for all areas of Customer Contact Centres.
- Develop and own the branch quality processes, methodology and software associated to the Telephony platform, including nurturing the relationship with service vendors and other branches.
- Oversee the creation and customization of Quality scorecards.
- Provide branch senior leadership with valuable insight into trends through regular customized reports and recommended action plans.
- Onboard new frontline leaders into our Quality programs, including coaching expectations, with a focus on data-driven insights.
- Host townhall sessions to share vision, trends and solutions.
- Collaborate with Customer Service Training to create learning opportunities tied to technical and soft skills that drive performance improvements and enhance customer satisfaction.
- Collaborate across and outside of the branch on programs that promote quality and reduce customer pain-points while enhancing the overall employee experience and customer experience.
- Constantly review the improvement activities for effectiveness and adjust the approach as required.
- Work with leaders to identify opportunities for improvement that support the goals to improve customer satisfaction, increase revenues, reduce operating costs and drive product enhancements.
- Provide support to the branch shared services or corporate shared services departments as required.

**Qualifications**
- 6+ years in a leadership role, ideally in a contact centre environment.
- Strong background in analytics - able to interpret data, draw conclusions and make business recommendations based on the data.
- Demonstrated ability to lead large scale initiatives and teams against high standards and under tight deadlines.
- Very strong time management and presentation skills.
- Track record of driving positive change.
- Demonstrated expertise in overseeing quality optimization programs.
- Project management experience a strong asset.
- Expert abilities in Microsoft programs.
- Able to handle confidential and sensitive information with discretion.
- Able to travel both domestically and internationally (up to 25%).
- Contact Centre experience (unionized environment) an asset.
- Bilingual English and French an asset.

**Conditions of Employment**:
**Linguistic Requirements**

**Diversity and Inclusion**

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.