Elevate customer experience with Toronto Hydro as a Quality Assurance Associate. This hybrid role focuses on training and developing quality assurance initiatives to enhance service delivery.

The Quality Assurance Associate will play a crucial part in the Customer Experience and Public Affairs (CEPA) division, leading programs designed to improve service and meet organizational goals. You will oversee vendor training, create training materials, and ensure programs align with quality standards. Experience in developing training programs and analyzing customer feedback to drive improvements is essential.

Key Responsibilities:
• Lead contact centre quality assurance and continuous improvement initiatives
• Oversee vendor training and quality program consistency




• Design and deliver coaching and change management programs
• Establish Voice of the Customer initiatives and analyze feedback
• Monitor quality metrics and performance assessments

Requirements:
• University Degree in relevant discipline
• 3 years in Customer Care or contact centre roles
• 2 years in operational training program development
• Knowledge of quality assurance and coaching systems
• Solid communication and leadership skills

Bring your expertise in quality assurance and customer training to enrich experiences at Toronto Hydro.
#J-18808-Ljbffr

📌 Quality Assurance Associate in Toronto (Ontario)
🏢 Toronto Hydro
📍 Ontario