Quality Assurance Specialist

4 weeks ago

Toronto, Ontario, Canada TORONTO HYDRO Full time

Job Summary

The Quality Assurance Specialist is responsible for developing and implementing quality assurance initiatives throughout the organization to support attainment of business goals and objectives. Key responsibilities include developing and implementing contact centre quality monitoring and customer experience targets, standards, protocols, policies, procedures, and programs across Customer Care to enhance overall customer experience.

Additionally, the Quality Assurance Specialist oversees all vendor training and quality programs, reviews and approves vendor-created materials, and assesses the effectiveness of these programs. This role also involves establishing and maintaining Voice of the Customer programs to derive customer insights, inform decision-making, and incorporate into continuous improvement.

Key Responsibilities

  1. 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.
  2. Oversees all vendor training and quality programs, reviews and approves vendor-created materials, and assesses the effectiveness of these programs.
  3. Establishes and maintains Voice of the Customer programs to derive customer insights, inform decision-making, and incorporate into continuous improvement.
  4. Drives a customer experience culture that aligns with evolving customer expectations by setting quality and service expectations and targets.
  5. Identifies customer journey pain points, process gaps, and opportunities for improvement, focusing on quality, operational efficiency, and customer satisfaction.
  6. 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).
  7. Measures progress against performance targets to assess program effectiveness and conducts ongoing independent analysis and assessment to drive quality standards based on metrics across the division.
  8. 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 KPIs.
  9. Provides input to inform direction and design of new customer programs, technologies, processes, and functionality to enable effective decision-making that supports evolving customer needs and productivity goals.
  10. 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.
  11. Optimizes and revises operational processes to automate, improve efficiencies, and the customer experience, and to address systemic issues.
  12. Maps existing, redesigned, and new processes as part of continuous improvement efforts and project efforts.
  13. Conducts internal and external research to support customer experience trend analysis and contact centre processes to incorporate and evolve operations and customer services.
  14. Designs, develops, and organizes customized Customer Care learning solutions to meet diverse learner needs, utilizing various media, including online learning technologies, to establish consistent learner completion of goals and learning objectives.
  15. Assesses needs for re-fresher training, creates, reviews, and updates controlled documents, such as process flows, job aids, guides, and lesson plans.
  16. Develops content and materials for Customer Care-related training programs and knowledge management systems.
  17. Develops and leads training (internal and external resources) and coaching programs, including identifying training needs and knowledge gaps and measuring employee competency levels in alignment with defined quality criteria.
  18. Conducts training sessions (including train-the-trainer) for customer care resources (internal and external) in a professional manner, in a variety of settings, including traditional classroom training, workshops, hands-on computer learning, and coaching.
  19. Validates training materials are kept current within all delivery vehicles, creates evaluation methods to analyze course effectiveness, and business adoption of new material, and follows up with learners and stakeholders to measure program success.
  20. Researches (internal and external) and recommends approaches to streamline and integrate technological processes and systems in the Contact Centre to improve overall efficiency.
  21. Resolves and manages quality concerns, actions from audit findings, and root cause investigations resulting from customer issues, and recommends the development and implementation of quality and/or training-related corrective and preventive actions to drive gap closure and program enhancements.
  22. Maintains a current understanding of regulatory trends and changes in regulations, guidance, requirements, and standards and guarantees systems, processes, knowledge databases, and training material reflect requirements.

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