Join Federated Co-operatives Limited (FCL) as a Senior Specialist in Service Quality and make an impact from anywhere in Canada. Drive service performance and elevate quality standards through data-driven insights.
This remote position on the Technology team requires expertise in performance analytics, quality assurance, and training. You will oversee service delivery consistency, manage KPIs, and collaborate with various teams to enhance customer experiences. The ideal candidate brings 6-9 years of IT service management, and knowledge management expertise in a collaborative workplace.
Key Responsibilities:
• Manage service performance measures, KPIs, and SLAs
• Design and implement a quality assurance framework
• Develop training for onboarding and service readiness
• Analyze performance insights for continuous improvement
• Collaborate with teams across FCL for service enhancements
Requirements:
• 6-9 years in IT service management or similar roles
• Bachelor’s degree in IT or related fields
• Experience with performance and quality frameworks
• ITIL and ServiceNow certifications are assets
• Advanced skills in data visualization tools
Become a key player in enhancing service quality at FCL, leveraging expertise in quality assurance and analytics.
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