Escalation Lead

You will act as an independent guardian of service standards within the business, assessing and understanding the quality of our service delivery to members. You will work alongside the Training, Client Services and the Operations teams to ensure we consistently improve in line with corporate requirements as well as our vision to become the most trusted company in the world delivering personalized services to individuals.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:
**Manage Ten North America’s QA (Quality Assurance) standards**
- Manage the Quality Assurance process to ensure calls and requests are monitored and scored on time each month within each team. This will require:

- Selecting calls and requests to be monitored each month
- Organize and manage call listening sessions directly with Client
- Work with the training team to ensure all corporate program-specific expectations are understood and communicated to TMs, LMs and the rest of the Ops team
- Assisting with SLAS: including jobs and calls and TTS creations when needed.
- Manager on Duty: may be required periodically

**Escalations Process Adherence and Communication**
- Ensures complaints are managed within SLA and within individual teams
- Manage any complaint raised by a corporate contact, providing an analysis and summary of any process changes
- Lead on decreasing our levels of negative feedback
- Lead on increasing our levels of positive feedback

**Report to the accounts and Ten on QA trends to drive service improvements**
- Prepare monthly QA results
- Create trend reports based QA results and ensure they are communicated

**Identify opportunities and work with the training team to drive service improvements**
- Coach TM’s/LM’s on client requirements for service improvement **Ongoing, weekly specialist team huddles for specific updates on SI**:

- Seek to prioritizes the issues that will make the biggest improvements to service quality that will be noticed by the client and the member.
- Assess the success of changes made through targeted quality audits.
- Lead on projects that improve the service across teams and schemes.
- Liaise with the operations teams to determine program training required for existing team members and new starters prior to onboarding
- Deliver training with a focus on practical learning, running group role-plays and test calls based on real-life scenarios if needed.
- Assist in creating new coaching techniques and programs to drive improvements.

**Commitment to supporting the delivery of Ten’s environmental, social and governance goals, and promoting policy adherence**

**BEHAVIORAL EXPECTATIONS**:
As an SE you will be expected to role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering. This means you will deliver the highest level of service to our clients and treat all Ten employees you train as your personal clients. You will be resourceful in finding ways to improve training programs and streamline processes for future efforts, promoting efficiency of resources and business practices.

**JOB REQUIREMENTS**:

- Bachelor’s degree or an equivalent combination of education and experience
- 1yr of QA background
- 2 yrs of Call Center Background
- Experience with successful coaching or leading
- Client-facing experience
- Must be available nights and weekends occasionally
- Fully remote
- Comprehensive knowledge of Corporate programs
- Consistent passing quality score for 6 months (85% overall)
- Language requirement both proficiency in local language (English and possible Spanish) both written and spoken
- Flexibility to work on different shifts to cover all coaching and workload schedules, including late nights and weekends

**WORK ENVIRONMENT / CONTRACT TYPE**:
A remote role.

**Salary**: From $60,000.00 per year

**Benefits**:

- Dental insurance
- Life insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Monday to Friday

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off

Schedule:

- Monday to Friday
- Weekend availability

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- QA/QC: 1 year (preferred)
- Call center: 2 years (preferred)

Work Location: Hybrid remote in Toronto, ON