Manager, Contact Center Quality & CX Excellence

Colonial Group; Markham; On-site; CAD 84,000 - 131,000; Full time

Job summary

Colonial Group is seeking an experienced Operations Quality Standards Manager to lead our QA program across all customer contact channels. You will manage internal QA analysts and vendor partners, drive calibration, and translate findings into coaching and process improvements.

This role requires occasional travel within Ontario and other regions, and focuses on delivering a customer-centric, compliant, and scalable quality framework across the contact centre.

Qualifications

• Minimum 5 years of experience in contact center operations and quality assurance/customer experience management.
• Experience leading quality programs across multiple contact channels (inbound/outbound; voice, email, chat, and digital).
• Experience operating compliance/critical error frameworks in regulated environments.
• Experience with AI-enabled quality evaluation governance, including calibration and change control.
• Experience managing QA delivery through vendors/BPO partners.
• Proficiency with reporting/dashboard tools and contact center technology.
• Process-oriented education with Six Sigma or Lean methodologies.
• Customer experience management certification (e.g., CEM, CXPA).
• People leadership experience with coaching and development of teams.
• Strong analytical and problem-solving skills with QA/CX metrics insight.
• Working knowledge of QA methodologies and industry benchmarks.

Responsibilities

• Own end-to-end QA strategy and operating model across all contact channels.
• Lead, coach, and develop an internal QA team; set performance expectations.
• Manage QA delivery through partners with defined SLAs and governance.
• Design QA scorecards, dashboards, and channel/vendor segmentation.
• Run calibration sessions to ensure scoring consistency across evaluators.
• Drive closed-loop quality improvements with coaching themes and SOP updates.
• Lead root-cause analyses to identify defects and drive interventions.
• Establish cadences (WBR/MBR/QBR) with leaders, vendors, and executives.
• Govern AI-enabled quality evaluation, including prompts, drift monitoring, and calibration.
• Partner with Operations, Training, Product, and Compliance on privacy and regulatory adherence.
• Occasional travel within Ontario, Quebec, Costa Rica, Colombia, Trinidad, Philippines.

Skills

Leadership

Quality assurance

Vendor management

Analytics

Cross-functional collaboration

Problem solving

Process improvement

Education

Bachelor's degree in business administration

Tools

BI platforms

QA/QMS platforms

CRM

Speech/Text analytics

Job description

Colonial Group is seeking an experienced Operations Quality Standards Manager to lead our QA program across all customer contact channels. You will manage internal QA analysts and vendor partners, drive calibration, and translate findings into coaching and process improvements.

This role requires occasional travel within Ontario and other regions, and focuses on delivering a customer-centric, compliant, and scalable quality framework across the contact centre.