Service Quality Trainer

4 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.

ABOUT THE ROLE

We have an exciting opportunity for you as a Service Quality Trainer working with our phenomenal team in Toronto. The Service Quality Trainer will be responsible for quality assurance, call auditing, and training in our call center. You will be supported by our Learning and Development Manager, the 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 $60,000 and you will be eligible for a quarterly bonus too.

**Core Days**: Monday, Tuesday, Wednesday, Thursday, and Friday

**Non-Core Days**: Sunday, Saturday

SERVICE QUALITY TRAINER KEY RESPONSIBILITIES

The Service Quality Trainer will report to the General Manager in Toronto and partner directly with the management team to ensure all service levels are met, which include but are not limited to:

- Monitoring and reporting on individual and team performance to management
- Drive a customer service focus with the ability to pass on 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.
- Prompt escalation of customer or system issues
- 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

SERVICE QUALITY TRAINER REQUIREMENTS
- 3-5 years of call center experience, specifically in a quality assurance role
- 3-5 years of experience in a management position
- Experience working in 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
- 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.
- Must be qualified to work in Canada.

BENEFITS, PERKS, & 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
- Career growth opportunities
- Access to an online library to learn key areas of the business
- Exclusive discount and travel programs with ACCOR Hotels and our preferred partners
- Receive an IATA card with additional travel benefits and discounts

EEO — We are an Equal Opportunity Employer

John Paul values diversity and respect in the workplace, it's integrated into our corporate values. We celebrate and welcome diversity and are committed to creating an inclusive and equitable environment. John Paul is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise if you require accommodation.

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