Coordinator, Service Delivery Quality Assurance

**Job Description**:
**Coordinator, Service Delivery Quality Assurance**

**Corporate Services - Community Connections**

**One (1) Regular Full-time**

**Salary Range: $67,583 - $84,481 per annum**

**Work Mode**: Remote

**Location**: 7120 Hurontario St., Mississauga

**Hours of Work**: 35 hours per week; Monday - Friday 8:30AM - 4:30PM

Responsible in ensuring consistent quality service and operational goals, policies and procedures. Identifying efficiencies and working with the team to improve processes and instill best practices in a call centre environment.

**What You’ll Do**:

- Incorporate speech analytics technology into the QA process to automate scoring and mine data to identify customer problems, trends and preferences.
- Follow-up with the appropriate Supervisor regarding any issues with monitoring (Supervisor to provide feedback to CSR).
- Participate in design of call monitoring formats and quality standards (e.g., Evaluation form and guide).
- Ensure interactions comply with all applicable legislation and regulations (MFIPPA, PHIPPA, etc.).
- Work with the Training Specialist to identify training needs and design/conduct quality awareness education programs.
- Utilize quality monitoring data management system to compile and track performance at individual, team and pod level.
- Investigate and provide reports on customer complaints as requested by Supervisors.
- Participate in programs to identify customer needs and expectations.
- Provide actionable data to various internal support groups as needed.
- Coordinate and facilitate call calibration sessions for customer contact centre management (includes designing and completing calibration reports summarizing scoring variations across supervisory team).
- Prepare and analyze quality reports for management team review.
- Maintain a thorough knowledge of tier one services provided by the Customer Contact Centre.
- Conduct needs-analyses to determine development and education needs of staff for various programs.
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

**What the role requires**:
Educational Background/Must Haves/Bonafide Job Requirements:

- A college diploma in a related field (e.g., Business Administration) with at least 3 years of customer contact centre experience, or an equivalent combination of education and/or experience may be considered.
- Must have at least 1 year of quality assurance experience.
- Knowledge of Quality Monitoring software or comparable industry-standard quality monitoring software.
- Available to work various shifts to accommodate coaching for staff working in a 24/7 environment.

Skills and Abilities:

- Familiar with all program areas handled within the Customer Contact Centre.
- Working knowledge of industry-standard quality assurance practices.
- Experience preparing, presenting, and communicating data to management teams.
- Exceptional listening and analytical skills.
- Ability to communicate, coach and counsel effectively to a variety of audiences with tact and diplomacy.
- Demonstrated ability to work in a cross functional team environment and meet performance goals.
- Excellent oral, written, and interpersonal communication skills.
- Ability to work independently and manage workload/schedule with mínimal day-to-day direction.
- Experience in conducting meetings to build consensus.

**Location**: In this role you will have the ability to work mostly remote. You will be required to occasionally attend on-site meetings based on operational requirements at the
**7120 Hurontario St., Mississauga** worksite. Your remote work location must be located within the province of Ontario.

The Region of Peel offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved.

**Interview**: Our recruitment process will be completed with video conference technology.

**As part of the Region’s ongoing commitment to health and safety, there are enhanced Covid-19 specific safety protocols and/or personal protective equipment requirements (e.g. masks, eye protection, etc.) in place to help protect health and safety. The additional requirements are determined based on the nature of the work being carried out.**

**New employees are required to be fully vaccinated against COVID-19 as a condition of employment. Being fully vaccinated is determined as the status of having received the full series of approved vaccines (both doses of a two dose vaccine series, one dose of a single dose vaccine series) and any additional doses required and approved by Health Canada and having satisfied the full post vaccination period required to ensure vaccination efficacy. The Region of Peel reserves the right to request proof of vaccination at any time. Acceptable proof includes