Quality Assurance Specialist, Contact Centre

ABOUT US

Almost 1.2 million residents call York Region home making it one of the largest regions in Canada and the fastest growing with a population thats expected to grow to more than 2 million by 2041. Our geography which is comprised of about 1800 square kilometers over nine different municipalities is as beautiful interesting and diverse as our government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER

Consistently named one of Canadas Best Employers by Forbes we offer a collaborative progressive workplace that takes pride in our organizational culture and is committed to living The 13 Factors of Psychological Health and Safety in the Workplace aligned with our vision to create strong caring and safe communities both within and outside our walls.

• Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
• Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
• Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account access to a 24/7 Employee and Family Assistance Programand corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
• Inclusive and Diverse Workforce - Were committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential participate freely in society and live with respect dignity and freedom from discrimination. Our robust Inclusion Diversity Equity and Accessibility program continues to grow and has been recognized by the United Nations and many other organizations for our leadership.

ABOUT THE ROLE

This position is responsible for monitoring evaluating and reporting on the quality of inbound and outbound service and contacts for Contact Centre across various communication channels. Monitors contact quality using established guidelines and methodologies to ensure customer satisfaction. Provides support to management in the design implementation and maintenance of a quality assurance program for the Contact Centre. Ensures efficiencies compliance and adherence to policies and procedures recommends changes and evaluates against established Key Performance Indicators. Reviews information and provides recommendations for improvements based on findings.

WHAT YOULL BE DOING

• In collaboration with management develops implements and maintains the quality monitoring program using established guidelines and methodologies and develops continuous improvement plans.
• Provides recommendations and identifies gaps to improve program effectiveness and productivity.
• Performs quality audits evaluates and provides feedback on customer experience interactions and recommends action and coaching opportunities.
• Audits CRM case documentation for completeness assessment of case management evaluation and scoring.
• Research escalated issues and co-deliver coaching opportunities with team leaders and operations management.
• Coordinates and facilitates call calibration sessions for staff.
• Identifies issues impacting service quality including training needs technology and business process concerns to management and stakeholders and recommends changes.
• Makes recommendations on enhancement and development of training curriculums materials and performance measurement tools.
• Compiles team and individual performance and identifies areas for improvement; monitors progress of KPIs.
• Conducts quality assurance best practice research and monitors trends.
• Assists with special projects and other tasks as required.

WHAT WERE LOOKING FOR

• Successful completion of a College Diploma in Business Administration Communications or approved equivalent combination of education and experience.
• Minimum of three (3) years of demonstrated experience in a high-volume multi-channel contact centre including experience in the development coordination and execution of a quality assurance program in a contact centre environment.
• Proficiency in Call Recording Technology Quality Monitoring software CRM Contact Centre telephony and other relevant systems and applications.
• Strong attention to detail trending and reporting skills; experience in developing quality monitoring reports.
• Understanding and application of customer experience standards methodologies and measurement.
• Excellent verbal and written communication skills.
• Ability to manage projects with the ability to prioritize and adapt to business needs.
• Ability to provide instructions and feedback.
• Experience developing quality procedures and processes.
• Strong multi-tasking problem solving and decision-making skills the ability to work independently as well as a member of a team.
• High degree of professionalism as well as the ability to maintain confidentiality.
• Intermediate skills in virtual platforms and MS Office Suite.
• Demonstrated ability in York Region corporate core competencies.
• Valid Ontario Class G drivers license free of serious offences under the Highway Traffic Act.
• Ability to work outside regular business hours as required