Quality Assurance Associate

Toronto Hydro; Toronto; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading company in Ontario is seeking a Quality Assurance Associate to enhance customer experience through quality assurance initiatives. The role involves developing training programs, overseeing vendor performance, and implementing customer feedback systems. The ideal candidate will have a strong background in customer care operations and quality assurance methods, with excellent communication skills. This position offers a hybrid work arrangement, requiring candidates to reside in Ontario.

Qualifications

• At least 3 years of customer care operations experience.
• Minimum 2 years in developing and delivering operational training programs.

Responsibilities

• Develop and implement quality monitoring programs to improve customer experience.
• Oversee vendor and internal training programs, assess effectiveness.

Skills

Communication

Facilitation

Interpersonal Skills

Education

University Degree in Business

University Degree in Operations

University Degree in Communications

University Degree in Education

Tools

CRM

LMS

MS Office

Job description

Join to apply for the Quality Assurance Associate role at Toronto Hydro.

The Quality Assurance Associate is responsible for developing and implementing quality assurance initiatives to support business goals, focusing on customer experience, quality improvements, and training strategies within the Customer Experience department. This includes oversight of vendor performance and participation in projects aimed at enhancing customer satisfaction.

Key Responsibilities:

1. Develop and implement contact centre quality monitoring, standards, and programs to improve customer experience.
2. Oversee vendor and internal training programs, review materials, and assess effectiveness.
3. Establish Voice of the Customer programs to gather insights and drive continuous improvement.
4. Promote a customer-centric culture by setting quality and service targets, identifying pain points, and improving processes.
5. Assess program opportunities, analyze gaps, and develop solutions to meet KPIs.
6. Measure and report on performance metrics to ensure quality standards are met.
7. Contribute to the design of new customer programs and technologies, optimizing operational processes.
8. Conduct research on customer experience trends and contact centre processes.
9. Design and develop training materials and learning solutions for Customer Care staff.
10. Evaluate training effectiveness and update materials as needed.
11. Address quality concerns, implement corrective actions, and lead root cause investigations.
12. Stay informed on regulatory trends and ensure compliance across systems and processes.

Minimum Requirements:

• University Degree in Business, Operations, Communications, Education, or related field.
• At least 3 years of customer care operations experience, preferably with contact centre technologies.
• Minimum 2 years of experience in developing and delivering operational training programs.
• Experience with knowledge management, CRM, LMS, and Voice of the Customer programs is preferred.
• Six Sigma or similar training is an asset.
• Experience developing curriculum and soft skills training.
• Strong knowledge of quality assurance and transaction monitoring systems.
• Experience with digital customer transactions like live chat and chatbots.
• Understanding of quality assurance methods and business process improvement.
• Excellent communication, facilitation, and interpersonal skills.
• Proficiency in MS Office applications.

Toronto Hydro offers a hybrid work arrangement, allowing remote work up to three days per week, with onsite presence as needed. Candidates must reside in Ontario and within reasonable commuting distance of the office.

We welcome applications from all qualified candidates. For accommodations during the application process, contact [e-mail] or call [phone]. Resumes sent to this email will not be considered.