Quality Assurance Associate

WORK ILLUSTRATION:

The Quality Assurance Associate is responsible for developing and implementing quality assurance initiatives throughout the team to support attainment of business goals and objectives supporting the development and execution of the “voice of the customer”, improvements to quality and training strategies for Customer care and Revenue Services, including oversight of vendor performance and programs. S/he also participates in departmental or divisional projects to enhance the customer experience.

The incumbent is expected to behave ethically and follow the established code of business conduct, policies and internal control procedures, laws and regulations governing Toronto Hydro.

KEY RESPONSIBILITIES:

• Develops and implements contact centre quality monitoring and Customer experience targets, standards, protocols, policies, procedures and programs across Customer Care to enhance overall customer experience.

• Oversees all vendor training and quality programs, reviews and approves vendor created materials and assesses, monitors effectiveness. Develops change management program for all new processes and technology implementations.

• Establishes and maintains Voice of the Customer programs to derive customer insights, inform decision making and incorporate into continuous improvement.

• Drives a customer experience culture that aligns with evolving customer expectations by setting quality and service expectations and targets. Identifies customer journey pain points, process gaps and opportunities for improvement, focusing on quality, operational efficiency and customer satisfaction.

• Provides subject matter expertise in the assessment of program opportunities, conducts research, analyzes gaps and creates and executes business solutions to achieve departmental goals and key performance indicators (KPIs).

• Measures progress against performance targets to assess program effectiveness. Conducts ongoing independent analysis and assessment to drive quality standards, based on metrics, across the division including first time right principles.

• Validates by reporting on pre-established criteria, that standards of quality and effectiveness are maintained and are having a positive impact as it relates to the Call Centre and Quality KPI’s.

• Provides input to inform direction and design of new customer programs, technologies, processes, and functionality to enable effective decision making that support evolving customer needs and productivity goals.

• Participates as a business lead and/or SME in customer focused technology projects, aiding in the design of evolving customer and employee functionality and internal processes. Optimizes and revises operational processes to automate, improve efficiencies and the customer experience, and to address systemic issues.

• Maps existing, redesigned and new processes as part of continuous improvement efforts and project efforts.

• Conducts internal and external research to support customer experience trend analysis and contact centre processes to incorporate and evolve operations and customer services.

• Designs, develops and organizes customized Customer Care learning solutions to meet diverse learner needs, by utilizing various media including on-line learning technologies to establish consistent learner completion of goals and learning objectives.

• Assesses needs for re-fresher training. Creates, reviews and updates controlled documents such as process flows, job aids, guides, and lesson plans

• Develops content and materials for Customer Care related training programs and knowledge management systems.

• Develops and leads training (internal and external resources) and coaching programs, including identifying training needs and knowledge gaps and measuring employee competency levels in alignment with defined quality criteria.

• Conducts training sessions (including train-the-trainer) for customer care resources (internal and external) in a professional manner, in a variety of settings including traditional classroom training, workshops, hands-on computer learning and coaching.

• Validates training materials are kept current within all delivery vehicles. Creates evaluation methods to analyze course effectiveness and business adoption of new material and follows up with learners and stakeholders to measure program success

• Researches (internal and external) and recommends approaches to streamline and integrate technological processes and systems in the Contact Centre to improve overall efficiency.

• Resolves and manages quality concerns, actions from audit findings and root cause investigations resulting from customer issues, and recommends the development and implementation of quality and/or training related corrective and preventive actions to drive gap closure and program enhancements.

• Maintains a current understanding of regulatory trends and changes in regulations, guidance, requirements and standards and guarantees systems, processes, knowledge databases and training material reflect requirements

REQUIRMENTS:

• University Degree in Business Administration, Operations Management, Communications, Education or related discipline

• Three (3) years professional Customer Care operations, contact centre experience; preferably working with a large Customer Information System, contact centre technologies and telephony systems including self-serve and assisted serve channels.

• Two (2) years’ experience in the development and/or delivery of various operational training programs for adult learners in a training environment

• Experience with knowledge management systems, Customer Relationship Management (CRM) systems, learning management systems, workflows, and Voice of the Customer programs strongly preferred

• Six Sigma or equivalent training or experience preferred

• Certificate program in Adult Learning and Development preferred

• Demonstrated experience developing curriculum and providing content and soft skills training

• Strong working knowledge of quality and coaching programs and transaction monitoring systems

• Experience with quality experience programs for modern technology such live chat, chatbots, self-service, and other digital transactions

• Knowledge of quality assurance management, techniques and methods

• Demonstrated business process improvement understanding

• Understanding of the utility and regulatory environment an asset

• Strong interpersonal, leadership, facilitation skills

• Excellent verbal/written communication skills, strong presentation skills

• Demonstration of teamwork skills, and ability to manage inter-departmental tasks

• Excellent MS Office skills (incl. PowerPoint, Excel)

Toronto Hydro has introduced a Hybrid Work Arrangement. This position allows for remote work up to three days per week, based on business needs. Employees will be required to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person. You are expected to live in Ontario and within reasonable commuting distance of the office.

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Thank you for considering a career with Toronto Hydro, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and require accommodation, please contact Talent Management. Toronto Hydro will provide reasonable accommodation for qualified individuals throughout the job application process. Please note this email is for accommodation requests only. Resumes sent to this email address will not be considered.