Manager Contact Quality Services

Job Posting

Job Title /

Manager Contact Quality Services (12 month temporary)

Titre du poste

Location /

Toronto - Unilingual

Région

Job ID /

19430

Full or Part Time /

Numéro de poste

Full-Time

Temps plein ou partiel

Date Opened /

01/12/2026

Regular Shift /

Date de début

Regular Shift

Quart de jour

Date Closed /

01/25/2026

Date de clôture

Reg or Temp /

Temporary

Régulier/temporaire

About the Workplace Safety and Insurance Board (WSIB)

We're here to help. When an injury or illness happens on the job, we move quickly to provide wage-loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information. We are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit

At the WSIB, you'll have the opportunity to:

• explore many career paths and follow your passion
• continuously learn and grow professionally
• be recognized for the great work you do
• participate in programs that support your health and wellbeing

You'll also receive a competitive salary and may be eligible to participate in our health and dental plan.

Salary Grade: N08 From: $100,101.59 To: $125,127.00

This is a 12 month temporary opportunity.

Job Summary:

The Manager of Contact Centre Quality will lead a team responsible for the enterprise-wide Contact Quality Program, focused on the delivery and continuous improvement of our multi-channel contact quality program, supporting phone, digital, and two-way messaging platforms.

This role will focus on improving customer experience across various customer facing clusters like Operations, Service Excellence, and Employer Accounts.

You will consult with operational areas, build service strategies, guide executive reviews based on customer feedback and market research, and facilitate calibration sessions with senior management to monitor and improve the customer journey.

Major Responsibilities:

Program management and leadership:

• Lead and manage the Contact Quality Program across all channels (phone, digital, two-way messaging) to support enterprise-wide leadership.
• Support Operations, Service Excellence, Employer Account Clusters, and other customer-facing business areas in achieving service and business objectives.
• Partner with the Assistant Director Operations Quality Assurance & Advisory Management to plan, deliver, and implement quality initiatives and branch objectives.
• Act as the organization's expert resource on omni-channel contact centre quality, providing project leadership and regular reporting on key performance indicators.

Stakeholder engagement and relationship management:

• Develop and maintain strong relationships internally (Employer Services, Operations, Service Excellence, Customer Experience and Digital Division)
• Lead change management efforts and stakeholder communications for new program and process initiatives.

Business consultation and executive support:

• Provide business consultation and workshops to executive leaders on customer service improvement opportunities.
• Develop performance measurement frameworks and present findings and recommendations to executive leadership.

Continuous improvement and analysis:

• Ensure risk management, quality management, and continuous improvement systems are in place to analyze effectiveness and cost benefit.
• Conduct regular business analysis using call recordings, market research, and customer complaints to identify service improvement opportunities.
• Create and maintain a centre of expertise for customer service excellence by gathering and sharing industry best practices.

Organizational collaboration and alignment:

• Collaborate across the organization to ensure customer service excellence initiatives are aligned with strategic goals.

Job Requirements:

• 6–10 years in contact centre management, business analytics, program or project management, management consulting/client services, or strategy/business transformation.

• Strong planning, organizational, and negotiation skills.

• Excellent verbal and written communication skills with the ability to interact at all organizational levels.
• Advanced conceptual and analytical skills, including data interpretation and business insight extraction.
• Experience with problem-solving frameworks and Six Sigma methodologies is an asset.
• Skilled in workshop facilitation, insight gathering, coaching, and mentoring.
• University degree or equivalent combination of knowledge and experience.

Our commitment to equity, diversity and inclusion

We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.

We value and celebrate diversity and are committed to creating inclusive experiences for both our employees and prospective employees. We invite all interested individuals to apply. If you require accommodations in order to apply to this position please contact If you are invited to participate in the interview or assessment process, you can advise our Recruiter of your accommodation needs at that time.

Please visit our EDI Vision to learn more about what actions WSIB are taking to advance our commitment to equity, diversity and inclusion and to support all employees participating and contributing to their full potential

Disclosing conflicts of interest

As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at

Privacy information

We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB's Privacy Office at The Privacy Office cannot provide information about the status of your application.

As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.

To apply for this position, please submit your application by the closing date.

This role requires the successful applicant to commit to an in-office work arrangement up to 5 days a week beginning in 2026.