Call Center Quality Manager
4 days ago
**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
-
Bilingual Call Center Quality Manager
5 days 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...
-
Call Center Manager
4 months ago
Toronto, Canada Ontario Home Assistance Full time**Ontario Home Assistance** is a consulting company based out of Toronto. OHA provides service to homeowners who have been misrepresented into fraudulent home contracts. OHA continues to provide relief to thousands of customers throughout Ontario. - **This role has a $950-$1250 weekly base salary with strong commissions and management overrides. On Target...
-
Call Center Supervisor
7 months ago
Toronto, Canada Kastech Canada Full timeLooking for Contractors - Two day in office, Tuesday and Thursday - TIcketing and Resolution experience Job Title: Call Center Job Overview: **Responsibilities**: The Grocery and Retail Merchandising Ops team directly impacts our clients objectives of improving the grocery shopping experience in the US and Canada. This team reports up through the Central...
-
Call Center Supervisor
10 hours ago
Toronto, Canada Siren Group Full time**Are you someone with great customer service skills, the ability to manage multiple priorities, and a good leader of people with a strong wish to continue a career in a contact center? Are you willing to join a quickly growing, product-oriented company while working remotely from home? Then welcome to Siren Group! By joining Siren, you become a part of an...
-
Outbound Call Center Manager
1 month ago
Toronto, Canada Ontario Home Assistance Full time**House Buyers Ontario** is a Real Estate Investment Company based out of Toronto. Founded by 2 young, Toronto-based entrepreneurs in 2014. With 100% year over year growth since 2019 (through the COVID-19 Pandemic) we continue to expand at a rapid rate. We're now hiring an in-home Sales Consultant to our existing sales team! - **This role is a hourly +...
-
Call Center Representative
7 months ago
Toronto, Canada Pinnacle Transport Ltd. Full timeCall Center Representative **Duties**: - Answer incoming customer calls and respond to customer inquiries in a professional and timely manner - Provide accurate information about products, services, and company policies - Handle and resolve customer complaints or issues with patience and empathy - Perform data entry tasks to update customer records and...
-
Call Center Representative
7 months ago
Toronto, Canada ACS Full timeACS is a global leader in the design, manufacturer, and distribution of ignition interlocks, breath alcohol testers and drug testing products. We are looking to add team members who are ambitious, creative, committed and passionate about their work and their careers. **Position** We are currently looking for a _**Call Centre Representative **_for our...
-
Call Center Representative
7 months ago
Toronto, Canada ACS Full timeACS is a global leader in the design, manufacturer, and distribution of ignition interlocks, breath alcohol testers and drug testing products. We are looking to add team members who are ambitious, creative, committed and passionate about their work and their careers. **Position** We are currently looking for a _**Call Centre Representative **_for our...
-
Call Center Representative
8 months ago
Toronto, Canada VB Full timeWe are searching for a polite, professional Call Center Representative to work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services. The Call Center Representative may handle a high volume of inbound or outbound calls or both...
-
Call Center Supervisor
2 days ago
Toronto, Canada Red Label Vacations Full time**Call Centre Supervisor** **Position**:Call Centre Supervisor **Reports to**: Director, Call Centre **Department**:Call Centre **Summary** Bringing and encouraging call center employees (retail) to meet call center objectives and provide excellent customer service **Key Results and Activities** - Supervise retail sales team members on a daily basis as...
-
Call Center Supervisor
2 days ago
Toronto, Canada Red Label Vacations Full time**Call Centre Supervisor** **Position**:Call Centre Supervisor **Reports to**: Director, Call Centre **Department**:Call Centre **Summary** Bringing and encouraging call center employees (retail) to meet call center objectives and provide excellent customer service **Key Results and Activities** - Supervise retail sales team members on a daily basis as...
-
Support Call Center Rep(Wfh)
8 months ago
Toronto, Canada Donald Day Law Full timeWe are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. Customer Support Specialist responsibilities include...
-
Call Center Representative
6 months ago
Toronto, Canada 815 Fifth Avenue Rental LLC Full time**About us** 815 Fifth Avenue Rental LLC is a small business in Toronto, ON. We are professional and agile. Our work environment includes: - Modern office setting - Food provided - Food provided Job brief **Responsibilities**: - Manage large amounts of inbound and outbound calls in a timely manner - Follow communication “scripts” when handling...
-
Call Center Operator
4 days ago
Toronto, Canada Johnson Controls Full time**What you will do** - The position exists to monitor and respond to all incoming alarm signal activities and telephone calls for select customers, dispatching proper authorities and contacting responsible parties according to standard operating procedures. The Customer Monitoring Center operates 24 hours a day, 365 days a year. This position works 8 or 10...
-
Call Center Agent
7 months ago
Toronto, Canada SmartStop Self Storage Full time**_Think Outside the Box!_** A company that embraces CHANGE while enhancing EVERYONE’S journey. Starting at $17.00 - $18.00/hour depending on experience + Bonus **Call Center Agent Job Summary** The SmartStop Call Center Agents receive inbound sales calls from customers and assist them by making appropriate recommendations for their storage needs,...
-
Call Center Agent
6 months ago
Toronto, Canada Sunrise Tree Guest House Full timeJob Overview: **Duties**: - Answer incoming calls promptly and professionally - Respond to customer inquiries, resolve issues, and provide information about products or services - Utilize phone etiquette to ensure positive customer interaction - Upsell products or services to increase revenue - Maintain accurate records of customer interactions and...
-
Call Center Representative
2 days ago
Toronto, Canada Peoples Group Full time**About us**: Peoples Group is a boutique Financial Institution with offices located in Vancouver, Calgary, Toronto and Montreal that has been in the Canadian marketplace for over 30 years. Our mission is to exceed our customers' expectations by providing exceptional customer service backed by extensive product knowledge and experience. Our culture here at...
-
Call Center Bilingual Fr/en Assistant General
7 months ago
Toronto, Canada AnswerNet Tech solution Full time**Job Type: Full-Time ON SITE** **Hours: Varies** **Salary: 44,500 CAD** **Benefits: Available after 60 days for full-time employees** Summary: We are looking for an Assistant General Manager who can help maintain existing business with current clients, grow business relationships with current clients and assist in bringing new clients on board as well...
-
Call Center Operator
7 months ago
Toronto, Canada Compass Group Full time**Location**:30 Bond St, Toronto, ON, M5B 1X1 - ** Schedule**: 0600-1400 - ** Requirement**: Computer literacy is an asset. - ** Pay Range**: $19.10/hour **Make a difference in the lives of people, your community, and yourself.** Join a culture of opportunity with Morrison Healthcare. Our careers are filled with purpose and empower you to transform...
-
Call Center Operator
7 months ago
Toronto, Canada Compass Group USA Full timeWe are hiring immediately for a **XXX **position. - ** Schedule**: - ** Requirement**: - ** Pay Range**: cust_StartingPayRate to cust_MaxPayRate **Make a difference in the lives of people, your community, and yourself.** Join a culture of opportunity with Morrison Healthcare. Our careers are filled with purpose and empower you to transform healthcare...