Manager - Contact Centre Operations Quality

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

Role: Manager - Contact Centre Operations Quality
Status: Regular, Full Time
Department: Operations Quality Standards
Location: Markham – Occasional Travel Required
Compensation: $84,264 - $130,609

Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.

Job Summary

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 contact centre quality program, managing the 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 vendors, delivering exceptional customer experiences across all channels and mediums.

Responsibilities

• Own the end-to-end Quality Assurance strategy and operating model across all customer contact channels and interaction types (inbound/outbound; voice, email, chat, social, and digital), ensuring alignment with the corporate customer experience strategy and regulatory/brand requirements.
• Lead, coach, and develop an internal team of QA Analysts; set clear performance expectations, create development plans, and ensure consistent application of evaluation standards.
• Manage QA delivery through multiple internal and external partners (BPOs and specialist vendors): define scope, SLAs, RACI, controls, and governance to ensure quality outcomes and consistent customer experience.
• Design, implement, and maintain QA scorecards, performance dashboards (e.g., QA Score, CSAT, FCR, NPS, compliance/critical errors), including channel/vendor segmentation, targets, trend insights, and critical compliance governance (definitions, thresholds, escalation, and remediation tracking).
• Facilitate recurring calibration sessions across internal evaluators, vendor QA teams, and operational stakeholders to drive scoring consistency, reduce evaluator variance, and maintain alignment on standards (including critical compliance criteria and AI-to-human scoring parity).
• Drive closed-loop quality improvements: translate evaluation findings into actionable coaching themes, SOP/knowledge updates, training requirements, and process/technology change requests; track remediation to completion and validate impact.
• Lead quality deep-dives and contact studies to identify root causes of defects, friction points, and failure demand; quantify drivers and recommend prioritized, measurable interventions.
• Establish and run operational cadences (WBR/MBR/QBR) with internal leaders, vendor partners, and executive stakeholders, including performance readouts, risk/issue management, action logs, and continuous improvement roadmaps.
• Provide operational governance for AI-enabled quality evaluation to score customer interactions: support prompt/rubric configuration and ongoing maintenance, monitor performance and drift, run human-in-the-loop QA and calibration, and manage change control to ensure sustained accuracy and consistency across channels and vendors.
• Partner with Operations, Training, Product, and Compliance to ensure QA methods, sampling approaches, data handling, meet privacy, security, and regulatory requirements, and that changes are communicated and adopted consistently.
• Occasional travel required within Ontario, Quebec, Costa Rica, Colombia, Trinidad, Philippines

Qualifications

• Bachelor’s degree in business administration, Quality Management, or related field.
• Minimum 5 years of experience in contact center operations and quality assurance/customer experience management, with expertise in a contact centre environment.
• Experience leading quality programs across multiple contact channels (inbound/outbound; voice, email, chat, and digital/social).
• Experience operating critical compliance/critical error frameworks (definitions, thresholding, escalation, remediation tracking) in a regulated environment.
• Experience with AI-enabled quality evaluation governance (LLM/AI scoring of interactions), including rubric/prompt maintenance, drift monitoring, and human-in-the-loop calibration/change control.
• Experience managing QA delivery through vendors/BPO partners (governance, scorecards/SLAs, and performance management).
• Proficiency with reporting/dashboard tools (e.g., BI platforms) and QA/contact center technology (e.g., QA/QMS platforms, CRM, speech/text analytics) to support measurement and insights.
• Process-oriented and QA-focused education (e.g., Six Sigma, Lean).
• Customer experience management certification (e.g., CEM, CXPA).
• Proven track record of quality assurance and process improvement outcomes.
• People leadership experience (leading, coaching, and developing teams).
• Strong analytical and problem-solving skills; able to produce insights from QA and CX metrics and communicate clear recommendations.
• Working knowledge of contact center QA methodologies, CX principles, process improvement, and common performance metrics/benchmarks.