Join our team as a Quality Assurance Associate to drive training initiatives and quality improvement in a hybrid workplace based in Ontario. Your role is crucial in developing training content and enhancing customer service.
As a specialist in quality assurance, you will lead continuous improvement efforts and design educational programs for the Customer Experience and Public Affairs team. The role involves overseeing vendor performance, conducting assessments, and utilizing customer insights to optimize processes and training methodologies.
Key Responsibilities:
• Lead contact center quality and training initiatives
• Ensure training materials meet organizational requirements
• Design and deliver impactful learning programs




• Monitor and report on quality performance metrics
• Address efficiency opportunities and process gaps
Requirements:
• Bachelor's Degree in relevant field
• Three years of contact center experience
• Two years developing adult learning programs
• Familiarity with CRM and knowledge management
• Excellent leadership and communication abilities
Drive impactful training and service improvements and contribute to a team-oriented work culture in Ontario.
#J-18808-Ljbffr

📌 Training-Focused Quality Assurance Associate (Toronto)
🏢 Toronto Hydro
📍 Toronto