Quality Assurance Associate

Toronto Hydro; Toronto; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking a Quality Assurance Associate to enhance customer experience through quality initiatives and training programs. This role involves developing standards, overseeing vendor training, and driving a customer-centric culture within the organization. You'll be instrumental in identifying improvement opportunities and implementing effective solutions to meet performance targets. Join a forward-thinking team that values your insights and expertise in a hybrid work environment, where your contributions will directly impact customer satisfaction and operational excellence.

Qualifications

• 3+ years in Customer Care operations with contact centre experience.
• Experience in developing and delivering training for adult learners.

Responsibilities

• Develops quality monitoring and customer experience standards.
• Oversees training programs and vendor performance assessments.

Skills

Customer Care Operations

Quality Assurance Management

Training Development

Communication Skills

Process Improvement

Education

University Degree in Business Administration

Certificate in Adult Learning

Tools

Customer Relationship Management (CRM)

Learning Management Systems

Knowledge Management Systems

MS Office

Job description

WORK ILLUSTRATION:

The Quality Assurance Associate is responsible for developing and implementing quality assurance initiatives throughout the
team to support attainment of business goals and objectives supporting the development and execution of the “voice of the
customer”, improvements to quality and training strategies for Customer Experience department, including oversight of
vendor performance and programs. S/he also participates in departmental or divisional projects to enhance the customer
experience.

The incumbent is expected to behave ethically and follow the established code of business conduct, policies and internal control procedures, laws and regulations governing Toronto Hydro.

KEY RESPONSIBILITIES:

-Develops and implements contact centre quality monitoring and Customer experience targets, standards, protocols,
policies, procedures and programs across Customer Experience to enhance the overall customer experience.

-Oversees all vendor and internal training and quality programs, reviews and approves vendor created materials and assesses,
monitors effectiveness. Develops change management program for all new processes and technology
implementations.

-Establishes and maintains Voice of the Customer programs to derive customer insights, inform decision making and
incorporate into continuous improvement.

-Drives a customer experience culture that aligns with evolving customer expectations by setting quality and service
expectations and targets. Identifies customer journey pain points, process gaps and opportunities for improvement,
focusing on quality, operational efficiency and customer satisfaction.

-Provides subject matter expertise in the assessment of program opportunities, conducts research, analyzes gaps and
creates and executes business solutions to achieve departmental goals and key performance indicators (KPIs).

-Measures progress against performance targets to assess program effectiveness. Conducts ongoing independent
analysis and assessment to drive quality standards, based on metrics, across the division including first time right
principles.

-Validates by reporting on pre-established criteria, that standards of quality and effectiveness are maintained and are having
a positive impact as it relates to the Contact Call Centre and Quality KPI’s.

-Provides input to inform direction and design of new customer programs, technologies, processes, and functionality to
enable effective decision making that support evolving customer needs and productivity goals.

-Participates as a business lead and/or SME in customer focused technology projects, aiding in the design of evolving
customer and employee functionality and internal processes. Optimizes and revises operational processes to automate,
improve efficiencies and the customer experience, and to address systemic issues.

-Conducts internal and external research to support customer experience trend analysis and contact centre processes to
incorporate and evolve operations and customer services.

-Designs, develops and organizes customized Customer Care learning solutions to meet diverse learner needs, by utilizing
various media including on-line learning technologies to establish consistent learner completion of goals and learning
objectives.

-Assesses needs for re-fresher training. Creates, reviews and updates controlled documents such as process flows, job
aids, guides, and lesson plans

-Develops content and materials for Customer Care related training programs and knowledge management systems.
Develops and leads training (internal and external resources) and coaching programs, including identifying training needs
and knowledge gaps and measuring employee competency levels in alignment with defined quality criteria.

-Validates training materials are kept current within all delivery vehicles. Creates evaluation methods to analyze course
effectiveness and business adoption of new material and follows up with learners and stakeholders to measure program
success

-Resolves and manages quality concerns, actions from audit findings and root cause investigations resulting from customer
issues, and recommends the development and implementation of quality and/or training related corrective and preventive
actions to drive gap closure and program enhancements.

-Maintains a current understanding of regulatory trends and changes in regulations, guidance, requirements and standards
and guarantees systems, processes, knowledge databases and training material reflect requirements

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, 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)



Toronto Hydro has introduced a Hybrid Work Arrangement. This position allows for remote work up to three days per week, based on business needs. Employees will be required to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person. You are expected to live in Ontario and within reasonable commuting distance of the office.



Thank you for considering a career with Toronto Hydro. We welcome applications from all qualified candidates. If you’re having difficulty using our online application system and require accommodation, Apply
hr_talenttorontohydro or call [phone]. Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process. Please note this email is for accommodation requests only. Resumes sent to this email address will not be considered. Learn more about our
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