Quality Assurance Associate

1 month ago

Toronto, Ontario, Canada TORONTO HYDRO Full time
Job Title: Quality Assurance Associate

At Toronto Hydro, we are seeking a highly skilled Quality Assurance Associate to join our team. As a Quality Assurance Associate, you will be responsible for developing and implementing quality assurance initiatives throughout the team to support attainment of business goals and objectives.

Key Responsibilities:
  • Develops and implements contact centre quality monitoring and Customer experience targets, standards, protocols, policies, procedures and programs across Customer Care to enhance overall customer experience.
  • Oversees all vendor training and quality programs, reviews and approves vendor created materials and assesses, monitors effectiveness.
  • Establishes and maintains Voice of the Customer programs to derive customer insights, inform decision making and incorporate into continuous improvement.
  • Drives a customer experience culture that aligns with evolving customer expectations by setting quality and service expectations and targets.
  • Provides subject matter expertise in the assessment of program opportunities, conducts research, analyzes gaps and creates and executes business solutions to achieve departmental goals and key performance indicators (KPIs).
  • Measures progress against performance targets to assess program effectiveness.
  • Validates by reporting on pre-established criteria, that standards of quality and effectiveness are maintained and are having a positive impact as it relates to the Call Centre and Quality KPI's.
  • Provides input to inform direction and design of new customer programs, technologies, processes, and functionality to enable effective decision making that support evolving customer needs and productivity goals.
  • Participates as a business lead and/or SME in customer focused technology projects, aiding in the design of evolving customer and employee functionality and internal processes.
Requirements:
  • University Degree in Business Administration, Operations Management, Communications, Education or related discipline.
  • Three (3) years professional Customer Care operations, contact centre experience; preferably working with a large Customer Information System, contact centre technologies and telephony systems including self-serve and assisted serve channels.
  • Two (2) years' experience in the development and/or delivery of various operational training programs for adult learners in a training environment.
  • Experience with knowledge management systems, Customer Relationship Management (CRM) systems, learning management systems, workflows, and Voice of the Customer programs strongly preferred.
  • Six Sigma or equivalent training or experience preferred.
  • Certificate program in Adult Learning and Development preferred.
  • Demonstrated experience developing curriculum and providing content and soft skills training.
  • Strong working knowledge of quality and coaching programs and transaction monitoring systems.
  • Experience with quality experience programs for modern technology such live chat, chatbots, self-service, and other digital transactions.
  • Knowledge of quality assurance management, techniques and methods.
  • Demonstrated business process improvement understanding.
  • Understanding of the utility and regulatory environment an asset.
  • Strong interpersonal, leadership, facilitation skills.
  • Excellent verbal/written communication skills, strong presentation skills.
  • Demonstration of teamwork skills, and ability to manage inter-departmental tasks.
  • Excellent MS Office skills (incl. PowerPoint, Excel).

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