Customer Experience Content, Quality
2 weeks ago
**With over 50 years in the Transportation industry, Midland Transport has grown into a dynamic company throughout Atlantic Canada, Quebec, Ontario and the northeastern United States. This continued growth and success has been driven by our professional and dedicated team of 1900 employees, drivers and owner operators as well as our Company Values that drives our Superior Quality Service.**
**Benefits To Joining Midland**:
- A dynamic, safe, and rewarding work environment
- A flexible health, drug, dental, and vision plan
- RRSP matching program
- Hybrid work schedule to provide you the flexibility to work from home up to 2 days per week
- Employee & Family Assistance Programs
- Health & Wellness reimbursements, includes gym memberships, fitness classes or online workout programs
- 3 weeks' paid vacation
- Free parking, an onsite fitness center open 24/7, and an onsite cafeteria
- Maternity leave top-up program
- Growth and progression opportunities within Midland Transport and large network of the JD Irving group of companies
Founded in 1882, J.D. Irving, Limited (JDI) has operations in Canada and the United States and are a team of 20,000 dedicated employees. At J.D. Irving, Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive workplace, you can grow your career across our various operating divisions.
- Education Required: Minimum of College Diploma or University Degree
- 5-7 years of call-center experience in a fast-paced environment as a team lead, quality lead, or trainer role
- **Bilingual - fluent in both English and French **, with excellent written and verbal communication skills.
- Strong presentation skills, including the ability to build presentations in Microsoft PowerPoint using standard tools and templates
- The ability to triage and prioritize issues and remain calm under pressure.
- Excellent and proven history of process documentation
- Detail oriented with effective time management abilities.
- Ability to work independently and as part of a team
- Ability to work effectively with the Microsoft suite of tools (Excel, Word, Teams, Dynamics CRM etc.)
- Knowledge of the transportation industry is a definite asset.
- Assist in the escalation process to resolve issues in an effective and timely manner.
- Assist in the coaching and development of the Customer Service Team.
- Training and Orientation of new hires.
- Develop data-driven insights and provide recommendations to enhance touchpoint quality
- Participate in Customer Experience initiatives as required or companywide initiatives.
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