Quality Assurance Associate

**WORK ILLUSTRATION**:
The Quality Assurance Associate is responsible for developing and implementing quality assurance initiatives throughout the team to support attainment of business goals and objectives supporting the development and execution of the “voice of the customer”, improvements to quality and training strategies for Customer Experience department, including oversight of vendor performance and programs. S/he also participates in departmental or divisional projects to enhance the customer experience.

The incumbent is expected to behave ethically and follow the established code of business conduct, policies and internal control procedures, laws and regulations governing Toronto Hydro.

**KEY RESPONSIBILITIES**:

- Develops and implements contact centre quality monitoring and Customer experience targets, standards, protocols, policies, procedures and programs across Customer Experience to enhance the overall customer experience.
- Oversees all vendor and internal training and quality programs, reviews and approves vendor created materials and assesses, monitors effectiveness. Develops change management program for all new processes and technologyimplementations.
- 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. Identifies customer journey pain points, process gaps and opportunities for improvement, focusing on quality, operational efficiency and customer satisfaction.
- Measures progress against performance targets to assess program effectiveness. Conducts ongoing independent analysis and assessment to drive quality standards, based on metrics, across the division including first time right principles.
- 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 Contact 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. Optimizes and revises operational processes to automate, improve efficiencies and the customer experience, and to address systemic issues.
- Conducts internal and external research to support customer experience trend analysis and contact centre processes to incorporate and evolve operations and customer services.
- Designs, develops and organizes customized Customer Care learning solutions to meet diverse learner needs, by utilizing various media including on-line learning technologies to establish consistent learner completion of goals and learning objectives.
- Assesses needs for re-fresher training. Creates, reviews and updates controlled documents such as process flows, job aids, guides, and lesson plans
- Develops content and materials for Customer Care related training programs and knowledge management systems. 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.
- 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
- 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.
- 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

**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 Cu