Manager - Operations Quality

Enercare Inc.; Markham; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading company in customer service is seeking a Manager - Operations Quality to enhance their Quality Assurance team. This role focuses on developing quality standards and driving customer experience initiatives across multiple channels. The ideal candidate will have a strong background in contact center operations and proven leadership skills.

Qualifications

• Minimum 5 years of experience in contact center operations or quality assurance.
• Experience leading teams and managing performance.
• Process-oriented mindset with a focus on quality assurance.

Responsibilities

• Develop and implement quality standards and processes.
• Lead and manage a team of QA Analysts.
• Drive customer experience initiatives and analyze KPIs.

Skills

Leadership

Analytical

Problem Solving

Customer-Centric Approach

Attention to Detail

Education

Bachelor’s degree in business administration

Quality Management certification

Customer experience management certification

Tools

Customer experience management software

Job description

Role: Manager - Operations Quality

Status: Regular, Full Time

Department: Operations Quality Standards

Location: Markham - Occasional travelling required

We are seeking an experienced Operations Quality Standards Manager to lead our Quality Assurance team in delivering exceptional customer experiences across all channels and mediums. This critical role will own the CURE process, a customer experience framework that prioritizes customer-centric skills, understanding, resolving, and brand ambassadorship.

As an Operations Quality Standards Manager, you will play a vital role in driving our corporate customer experience strategy, educating, and aligning team members, and delivering exceptional customer experiences across all channels and mediums.

Responsibilities

1. Develop and implement quality standards, processes, and procedures to ensure alignment with corporate customer experience strategy.
2. Lead and manage a team of QA Analysts, providing guidance, coaching, and development opportunities to ensure exceptional performance.
3. Drive customer experience initiatives across all channels and mediums, focusing on customer-centric culture, empathy, ownership, and customer loyalty.
4. Collaborate with other departments to identify areas for improvement and implement changes that enhance customer satisfaction and reduce complaints.
5. Analyze and report on key performance indicators (KPIs) such as CSAT, FCR, NPS, and QA Score, making recommendations for improvement.
6. Develop and maintain a comprehensive knowledge base of quality standards, best practices, and industry trends.
7. Occasional travel required within Toronto, Montreal, Costa Rica, and Colombia.

Qualifications

1. Bachelor’s degree in business administration, Quality Management, or related field.
2. Process-oriented and QA-focused education (e.g., Six Sigma, Lean).
3. Customer experience management certification (e.g., CEM, CXPA).
4. Minimum 5 years of experience in contact center operations, quality assurance, or customer experience management.
5. Proven track record of process improvement and quality assurance success.
6. Experience leading people.
7. Experience with customer experience management software and technology.
8. Expertise in the contact centre environment.
9. Process-oriented and QA-focused mindset.
10. Customer-centric and empathetic approach.
11. Strong leadership and team management skills.
12. Excellent communication and interpersonal skills.
13. Analytical and problem-solving skills.
14. Ability to work in a fast-paced environment.
15. Strong attention to detail and quality focus.
16. Continuous learning and improvement mindset.
17. Knowledge of:

• Customer experience principles and best practices (e.g., CURE)
• Quality assurance methodologies
• Process mapping and improvement techniques
• Contact center operations and technology
• Performance metrics and benchmarking
• Adult learning and development principles
• Coaching and mentoring techniques

Enercare is an equal opportunity employer and is committed to providing accommodations for applicants with disabilities during the recruitment process, in accordance with applicable laws.