Customer Service Quality Auditor

4 weeks ago

Markham, Ontario, Canada Hydro One Networks Inc Full time
Position Overview

We are seeking a dedicated Quality Assurance Auditor to join our Meter to Bill division. Reporting directly to the Team Manager, you will play a crucial role in ensuring the excellence of our Customer Service operations through comprehensive quality assurance audits.

Key Responsibilities
  • Provide Constructive Feedback: Deliver insights to managers and team leaders based on the findings from quality audits.
  • Analyze Trends: Prepare detailed trending reports along with actionable recommendations.
  • Conduct Quality Audits: Evaluate the performance of Customer Care staff through thorough audits of their work.
  • Review Performance: Assess calls, interactions, and clips to ensure compliance with established quality standards.
  • Problem Resolution: Investigate and address issues identified during audits to enhance service quality.
  • Process Improvement: Offer suggestions for enhancements based on audit reviews.
  • Stay Informed: Keep abreast of all relevant processes, systems, and updates.
  • Participate in Training: Engage in quality calibration sessions and training programs.
Qualifications

The ideal candidate will possess:

  • Customer Focus: A strong commitment to customer satisfaction.
  • Communication Skills: Excellent verbal and written communication abilities.
  • Experience: Previous background in metering, billing, and customer service is essential, along with a solid foundation in quality assurance.
  • IT Knowledge: Familiarity with IT systems utilized in billing processes.
  • Professional Experience: A minimum of 3-4 years in related roles is preferred.

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