Shape exceptional customer interactions as Enercare’s Contact Centre Quality Manager in Markham, Ontario. Focus on leading the quality assurance initiative across voice, email, chat, and digital mediums. In this integral role, you will own the contact centre’s quality assurance program while ensuring compliance with corporate standards.

You'll guide a team of QA Analysts, setting performance benchmarks and fostering consistent evaluation practices. Leveraging data-driven insights, your leadership will enhance customer satisfaction and operational efficiency across all channels. Key Responsibilities:
Oversee the complete QA strategy for various customer contact channels
Coach and develop QA team members for performance improvement




Design and implement QA scorecards for monitoring service quality
Conduct calibration sessions with internal evaluators and partners
Facilitate quality improvement initiatives based on performance metrics Requirements:
Bachelor's degree in Quality Management or similar field
5+ years of experience in customer experience management
Familiarity with compliance tracking in a regulated workplace
Expertise in managing quality through BPO partnerships
Proficiency in reporting and dashboard tools for insights Lead the charge in customer service quality enhancements with Enercare's Quality Management team.

📌 Enercare Contact Centre Quality Manager Markham
🏢 ENERCARE
📍 Markham