Senior Quality and Customer Experience Specialist

Range:

Job Description:

Senior Quality & Customer Experience (CX) Specialist

We are ready to take this game to the next level and need someone passionate to review and analyze Quality and Customer Experience data available within Customer Care toidentifyopportunities to improve Customer and Employee Experience.

YOUR ROLE IN THE GAME

Reporting to theManager Customer Care QA&CX you will be empowered to:

• Monitor and evaluate interactions such as callschatsand emails to assess performance against qualitystandards

• Utilize AI-powered tools such as XM Discover and Voice of Customer (VOC) insights to analyze trendssentimentand performanceon all Customer Care interactions

• Maintainquality scorecards tracking individual and team performance against quality benchmarks andidentifycoaching and learning opportunities

• Collectand integrate relevant quality XM Discover and VOCinsights toprovidea comprehensive view of Customer Care performance andidentifyopportunities to enhance both customer and employee experience

• Analyze trends and patterns in interactions and survey resultsfromcustomers and retailers togenerate actionable insights that improveproduct andservice quality

• Providedata-driven recommendationsonqualityand VOC results to support the development of methodologies processes and practices that will drivecontinuous improvement withintheOLG Customer Care Centre

• Continuouslyidentifyimprovement opportunities with regards to monitoring capturing and reporting against quality assurance and customer experience programs tomaintaincontinuous quality improvement

• Identifyand escalate employee performance opportunitiesand recommend training initiatives to support ahigh performancework culture throughout Customer Care

WHAT YOU BRING TO THE GAME

Education & Experience:

• University degree or college diploma in Business Analytics Operations or a related field or equivalent experience

• Strongunderstanding of quality assurance and customer experience methodologies andpractices

• Understanding of OLG products services and promotionsand/orOLG processes and technologies (preferred)

• Understanding of gaming entertainment or other similar industries(preferred)

• 5 years of experience in quality assurance customer experience (contact centre operations preferred)

• Proven ability to analyze key quality performance metrics and maintain quality procedures and processes

• Experience with AI-driven analytics sentiment analysis and conversational intelligence tools (preferred)

• Continuous improvement mindset with experience identifying opportunities for improvement streamlining processes and implementing solutions that enhance both customer and employee experiences

• Demonstrated experience exercising a high level of discretion and confidentiality with sensitive employee and operational data.

Relevant Skills:

• Ability to perform trend analysis identify performance gaps and improvement opportunities

• Proficiency usingMSExcelPowerPoint WordICEDynamics 365

• Proficiency using Qualtrics VOC XM Discover or other data analysisreportingand conversational analyticstools

• Effectivecommunication and interpersonalskills

• Analytical and problem-solving skills

• Strong skills inbuilding and maintainingcollaborative working relationships withstakeholders and team members

• Effective facilitation training and presentation skills; confident presenting to diverse audiences including senior leaders

BENEFITS OF JOINING THE WINNING TEAM

• Group Benefits Plan: Eligible employees and dependents have access to comprehensive employer-paid group benefits coverage (permanent employees only).
• Public Service Pension Plan: Participation in a highly desirable defined benefit pension plan.
• Variable Pay Program: Participation in a performance-based incentive plan that recognizes organizational and individual achievements (permanent employees only).
• Paid Time-Off: Competitive paid time-off provisions to support work-life balance and well-being.
• Growth Focus: Become your best self with access to new opportunities and personalized support programs.
• Comprehensive Learning: 24/7 access to robust online learning programs.
• Equity diversity and inclusion: Core to OLGs culture empowering employees to bring their authentic selves and make a meaningful impact across Ontario.

To learn more about our organization and other opportunities visit our career site.

We look forward to hearing from you interested applicants please apply online by March 13 2026.

#LI-Onsite

Please Note: Unless otherwise specified all positions are required to work fully onsite.

OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at if you require accommodation at any time throughout the hire process.

We welcome applicants from all backgrounds and experiences. If you bring relevant skills and a willingness to learn we encourage you to applyeven if you dont meet every listed qualification. We sincerely appreciate your interest; while we are unable to contact everyone those selected for the next steps will be notified.

We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act 1999 SO 1999 c 12 Sch L and the Employment Standards Act 2000 S.O. 2000 c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws OLGs Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection please contact 800-70 Foster Drive Sault Ste. Marie ON P6A 6V2.