Quality Operations Excellence Lead

1 week ago

Markham, Ontario, Canada Enercare Inc. Full time
Job Summary

Enercare Inc. is seeking an experienced Operations Quality Standards Manager to lead our Quality Assurance team in delivering exceptional customer experiences across all channels and mediums.

About the Role

This critical role will own the CURE process, a customer experience framework that prioritizes customer-centric skills, understanding, resolving, and brand ambassadorship. As an Operations Quality Standards Manager, you will play a vital role in driving our corporate customer experience strategy, educating, and aligning team members, and delivering exceptional customer experiences across all channels and mediums.

Main Responsibilities
  • Develop and Implement Quality Standards: Develop and implement quality standards, processes, and procedures to ensure alignment with corporate customer experience strategy.
  • Lead QA Team: Lead and manage a team of QA Analysts, providing guidance, coaching, and development opportunities to ensure exceptional performance.
  • Customer Experience Initiatives: Drive customer experience initiatives across all channels and mediums, focusing on customer-centric culture, empathy, ownership, and customer loyalty.
  • Cross-Functional Collaboration: Collaborate with other departments to identify areas for improvement and implement changes that enhance customer satisfaction and reduce complaints.
  • Data Analysis and Reporting: Analyze and report on key performance indicators (KPIs) such as CSAT, FCR, NPS, and QA Score, making recommendations for improvement.
Requirements
  • Bachelor's Degree: Bachelor's degree in business administration, Quality Management, or related field.
  • Process-Oriented Education: Process-oriented and QA-focused education (e.g., Six Sigma, Lean).
  • CX Management Certification: Customer experience management certification (e.g., CEM, CXPA).
  • Minimum 5 Years Experience: Minimum 5 years of experience in contact center operations, quality assurance, or customer experience management.
  • Proven Track Record: Proven track record of process improvement and quality assurance success
  • Leadership Experience: Experience leading people.
  • CX Management Software: Experience with customer experience management software and technology.
  • Contact Centre Expertise: Expertise in the contact centre environment.
  • Strong Leadership Skills: Strong leadership and team management skills
Salary and Benefits

We offer a competitive salary of $85,000 - $110,000 per year, plus comprehensive benefits, a DC Pension Plan, and savings match plan.

Location

This role is based in Toronto, Canada, with occasional travel required within North America.

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