Team Lead - Customer & Quality

Quantum Lifecycle Partners; North Bay; On-site; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Extended Health & Dental Benefits

RRSP Match Program

3 weeks vacation

Education Reimbursement Program

Job summary

Quantum Lifecycle Partners LP in North Bay seeks a Team Lead - Customer and Quality to coordinate CSR and QA activities, coach staff, and drive customer satisfaction and quality goals. You will monitor performance metrics, respond to customer communications, and participate in continuous improvement initiatives.

You will guide CSR and QA team members, ensure policy compliance, and collaborate with depot leadership to optimize productivity, quality, and service levels while maintaining

Qualifications

• High school diploma or equivalent.
• 1-3 years of experience in customer service, quality assurance, repair operations, or a related environment.
• Experience coordinating workflows and mentoring team members.
• Experience communicating with customers, clients, or partners about service or quality matters.

Responsibilities

• Coordinate daily CSR and QA activities and guide team to meet productivity and service level objectives.
• Monitor customer service performance metrics, case aging, and response times.
• Communicate with customers regarding repair status and quality concerns via phone and email.
• Review feedback and quality metrics to identify issues and support improvements.
• Develop and improve quality control processes for repaired units and customer experience.
• Generate operational and quality reports and support leadership with analytics.

Skills

Team leadership

Customer service

Quality assurance

Communication

Process coordination

Education

High school diploma or equivalent

Tools

MS 365 suite

Job description

Quantum Lifecycle Partners LP is Canada's largest and most important integrated computer asset disposal and recycling processor. We are committed to the safe and secure reuse of electronics, the responsible recycling of electronics to divert waste from landfills, and the recovery of natural resources from obsolete electronics.

Title: Team Lead - Customer and Quality

Position Status: Permanent Full-time

Existing Vacancy: Yes

Position Summary

The Team Lead - Customer and Quality supports the day-to-day coordination of Customer Service Representative (CSR) and Quality Assurance (QA) activities to ensure a positive customer experience, as well as achievement of quality, productivity, and service level objectives. This role provides day-to-day guidance, coaching, and support to CSR and QA team members while remaining actively involved in customer service and quality assurance activities.

Key Responsibilities

• Coordinate daily CSR and QA activities by balancing resources; monitoring priorities; providing guidance, support, and training to team members; and supporting the achievement of productivity, quality, turnaround time, and service level objectives.
• Monitor customer service performance metrics, case aging, and customer response times to ensure compliance with customer requirements and service level agreements.
• Coordinate and respond directly to customer and client communications regarding repair status, quality concerns, and escalations; communicate professionally by phone and email.
• Review customer feedback, repeat repair trends, and quality metrics in collaboration with depot leadership and operational team to identify issues, support corrective actions and continuous improvement.
• Participate in the development, implementation, and continuous improvement of quality control processes and initiatives related to repaired units and customer experience.
• Generate and distribute operational and quality reports and assist leadership with the analysis of customer experience, productivity, quality, and service performance metrics.
• Maintain the knowledge and capability to perform CSR and QA functions, including customer communication, testing activities, quality reviews, and other operational duties as required to support business needs; participate in required training and apply knowledge gained on the job.
• Lead by example in all work activities by demonstrating effective communication, professionalism , and providing guidance on appropriate workplace behaviours.
• Inform Management of problems or concerns related to quality, processes, equipment, materials, labour, shipment irregularities, non-conformances, and potential service impacts.
• Ensure compliance with Company policies, quality standards, security requirements, confidentiality obligations, and health and safety procedures.

Qualifications

• High school diploma or equivalent.
• 1-3 years of experience in customer service, quality assurance, repair operations, technical support, or a related environment.
• Demonstrated experience coordinating workflows, providing peer leadership, mentoring, or training team members.
• Experience communicating directly with customers, clients, or business partners regarding service, quality, or operational matters.
• Experience working with computer hardware, electronics repair operations, technical troubleshooting, or related environments preferred.

Job Knowledge and Skills

• Computer literacy including proficient use of MS 365 applications (Excel, Word, Outlook, Teams).
• Strong attention to detail and the ability to maintain accurate documentation, reports, and customer records..
• Demonstrated leadership, problem solving, and workload coordination, verbal and written communication skills.
• Excellent verbal and written communication skills with the ability to effectively interact with customers, clients, colleagues, and leadership.
• Working knowledge of computer hardware and device components, with the ability to learn and communicate technical concepts related to repairs and quality issues.
• Working knowledge of quality assurance practices, testing methodologies, and repair operations is an asset.

What We Offer

• Company-paid Extended Health & Dental Benefits
• Disability and Life Insurance
• RRSP Match Program up to 4%
• 3 weeks' vacation
• Education Reimbursement Program

  Quantum is an equal opportunity employer. We promote excellence through diversity and encourage all qualified persons to apply. Quantum is also committed to providing accommodations for people with disabilities. If you require an accommodation, we will collaborate with you to meet your needs. Accommodation may be provided in all parts of the hiring process.

  Salary or wage rate ranges are the range in which Quantum reasonably expects to set a candidate's pay for the posted position. Actual placement depends on the individual skills and experience level of a candidate plus the total compensation and equity across team members.

  Automated technologies, such as artificial intelligence, may be incorporated into our recruitment process. This includes, but is not limited to, AI-driven screening and assessment methods.

  Quantum offers a unique insight into the E-waste industry, with its fast-paced and ever-changing environment! To learn more about us, visit: www.quantumlifecycle.com