Remote Senior Service Quality Specialist

Co-op; Saskatoon; Remote; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salaries and benefits

Employer-contributed pension plan

Learning opportunities to grow

Job summary

Federated Co-operatives Limited (FCL) is hiring a Senior Specialist, Service Quality on a permanent basis. This remote opportunity can be located anywhere across Canada, reporting to the Senior Manager, Service Operations.

You will oversee service performance, quality assurance, knowledge management, and training, using data-driven insights to drive improvements and strengthen service standards for FCL and its partners.

Qualifications

• 6-9 years of IT service management, service operations, analytics, QA, knowledge management, or training.
• Bachelor’s degree in IT, business admin, data analytics, education, or related field.
• Experience interpreting complex operational data and working with third-party providers.
• ITIL certification and ServiceNow or QA/analytics certifications are assets.
• Advanced reporting and data visualization skills.
• Familiarity with SERVQUAL, ISO standards, or customer experience methodologies.

Responsibilities

• Manage and analyze service performance measures, KPIs, and SLAs.
• Design and manage a service desk quality assurance framework.
• Develop and maintain accurate service operations knowledge with SMEs and partners.
• Assess learning needs and develop onboarding, refresher, and change-readiness training.
• Drive continuous improvement and governance, support audits, and manage risks.

Skills

IT service management

Service operations

Performance analytics

Quality assurance

Knowledge management

Training

Education

Bachelor’s degree in Information Technology, Business Administration, Data Analytics, Education

Tools

ServiceNow

Job description

Federated Co-operatives Limited (FCL) is hiring a Senior Specialist, Service Quality on a permanent basis. This remote opportunity can be located anywhere across Canada, reporting to the Senior Manager, Service Operations.

You will oversee service performance, quality assurance, knowledge management, and training, using data-driven insights to drive improvements and strengthen service standards for FCL and its partners.