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About the Role

The Quality Assurance Associate (Secondment) role focuses on developing and implementing quality assurance initiatives to support business goals. This includes enhancing the 'voice of the customer,' improving quality and training strategies for Customer Experience and Public Affairs (CEPA), and overseeing vendor performance. A key focus is the training and development of programs for the CEPA division, with participation in departmental projects to improve customer experience.

Responsibilities

Leads contact centre quality assurance, customer experience, training, and continuous improvement programs to enhance service delivery and performance.
Oversees vendor training and quality programs, ensuring alignment with organizational requirements.
Designs, develops, and delivers learning, coaching, and change management programs.
Establishes Voice of the Customer programs and utilizes customer insights for service improvements.
Develops and maintains training content, knowledge management resources, and process documentation.
Monitors quality, customer experience, and operational performance metrics, conducting assessments and reporting.
Identifies customer journey pain points and process gaps, implementing solutions for improvement.
Acts as a subject matter expert on customer-focused projects, supporting process design and operational transformation.

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 Customer programs strongly preferred.
Six Sigma or equivalent training or experience preferred.
Certificate program in Adult Learning and Development preferred.
Demonstrated experience developing curriculum and providing content and soft skills training.
Strong working knowledge of quality and coaching programs and transaction monitoring systems.
Experience with quality experience programs for modern technology such live chat, chatbots, self-service, and other digital transactions.
Knowledge of quality assurance management, techniques and methods.
Demonstrated business process improvement understanding.
Understanding of the utility and regulatory environment an asset.
Strong interpersonal, leadership, and facilitation skills.
Excellent verbal/written communication skills, strong presentation skills.
Demonstration of teamwork skills, and ability to manage inter-departmental tasks.
Excellent MS Office skills (incl. PowerPoint, Excel).

Skills

Quality Assurance
Customer Experience
Training Development
Continuous Improvement
Voice of the Customer
Vendor Management
Learning and Development
Change Management
Knowledge Management
Process Documentation
Performance Metrics Analysis
Customer Journey Mapping
Business Process Improvement
Subject Matter Expertise
Interpersonal Skills
Leadership Skills
Facilitation Skills
Communication Skills
Presentation Skills
Teamwork Skills
MS Office Suite (PowerPoint, Excel)

Location

Ontario
Commuting distance to office

Work Type

Hybrid
Remote (2 days/week)
Onsite (Tuesday-Thursday)

Experience Level

3 years professional Customer Care operations/contact centre experience
2 years experience in development/delivery of operational training programs for adult learners

Education Level

University Degree in Business Administration, Operations Management, Communications, Education or related discipline
Certificate program in Adult Learning and Development preferred

Salary/Compensations

$80487 - $100609 Annually

About the Company

Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process.
Toronto Hydro is committed to fostering an inclusive and accessible recruitment process.

Equal Opportunity

We welcome applications from all qualified candidates.
Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process.