Specialist, Quality

4 weeks ago

Brampton, Canada City of Brampton Full time

**Job Description**:
**JOB TITLE**:Specialist, Quality & Learning

**DEPARTMENT**:Community Services

**POSTING NUMBER**:105421

**NUMBER OF POSITIONS**:2

**JOB STATUS & DURATION**:Full Time Permanent

**HOURS OF WORK**:35 hour workweek

**LOCATION**:Hybrid Model - when working onsite, you will report to the location of West Tower.

**SALARY GRADE**:4

**HIRING SALARY RANGE**:$75,358.00 - $84,778.00 per annum

**MAXIMUM OF SALARY RANGE**:$94,198.00 per annum

**JOB TYPE**:Management and Administration

**POSTING DATE**:May 19, 2023

**CLOSING DATE**:May 27, 2023

**AREA OF RESPONSIBILITY**:
Reporting to the Manager, Service Experience & Quality, this experienced Quality Assurance and Training professional works as part of a team accountable for ensuring exceptional Quality Service and Operational efficiency. Creating and delivering training programs for all front line staff for new processes and technology, new hires, and refresher training; leveraging technology to provide innovative and engaging programs. Create, maintain and refresh a Rewards and Recognition program to acknowledge and celebrate team members.
- Leverages data, analytics and metrics to compile, monitor and assess team and individual performance, and assist in creating development plans with Supervisors, in order to drive and refine performance on a real time basis.
- Meets with staff to review completed evaluations, provides feedback on areas for improvement and areas done well, identifies and recommends training needs for individuals and the team as a whole.
- Promotes continuous learning and improvement for staff through mentoring, coaching, and promoting participation in communications and training programs.
- Develops and facilitates ongoing training to further enhance the knowledge and expertise of Customer Service Representatives & Team Leads.
- Inspires a customer service focus with the ability to pass on best practice knowledge to the team.
- Creates and implements meaningful, engaging interactive training modules leveraging technology and Business Partner SME’s.
- Facilitates and provides training/support to Service Brampton, Call Centre
- Reviews processes and procedures and implements changes to optimize efficiencies as required.
- Supports and participates in the orientation and training of employees on new or revised customer service and operating procedures and systems.
- Assists with evaluating overall service levels and recommending swift corrective actions where service levels are below standard.
- Participates in design of call monitoring formats and quality standards.
- Devises ways to continuously improve team operations; identifies system inefficiencies, recommends and implements appropriate plan of actions.
- Prepares and analyzes internal and external quality reports for management staff review.
- Assists in the creation and maintenance of a Rewards and Recognition program.
- Assists with special projects and other tasks, as required.
- Available to work various shifts to accommodate training for staff working in a 24/7 environment.

**SELECTION CRITERIA**:
***

**EDUCATION**:

- High school (Grade 12) graduation plus an additional program of up to one year in Community College Office/Business Administration/Marketing & Communications/Call Centre certificate or equivalent education

**REQUIRED EXPERIENCE**:

- Over one (1) year, up to and including two (2) years’ experience learning and development environment and Quality Assurance experience Exceptional presentation, oral and written communication skills

**OTHER SKILLS AND ASSETS**:

- Ability to motivate and drive improvement
- Strong focus on customer service and attention to detail in maintaining quality service
- Ability to communicate and coach effectively to a variety of audiences with tact and diplomacy
- Experience working with an E-Learning product is an asset eg: Articulate
- Strong organizational and time management skills, ability to multi-task and work in a fast paced environment
- Knowledge of registration software, e.g. Perfect Mind
- Working knowledge of industry standard quality assurance practices
- Ability to develop and maintain strong, productive working relationships
- Proficiency in the Microsoft suite of office products
- Knowledge of methods, processes and procedures of municipal government is an asset;
- Flexibility to occasionally work varying hours to effectively support 24x7 service operations;
- Access to transportation/use of own vehicle for frequent travel to City facilities.
- **_
- Various tests and/or exams may be administered as part of the selection criteria._

**Alternate formats will be provided upon request.**

**Interview**:Our recruitment process may be completed with video conference technology.

***

As part of the corporation’s Modernizing Job Evaluation project, this position will undergo an evaluation which may result in a change to the rate of compensation. Any changes affecting this position will be communicat

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