Client Experience & Reputation Insights Specialist

As a key individual contributor, you will drive service excellence across our primary brands through three core pillars :Customer Satisfaction (CSAT) , Quality Assurance (QA) , and Competitive Analysis . You will synthesize client feedback, interaction data, and market intelligence into actionable strategies that sharpen our competitive edge and inform product and service evolution. This role is designed for a detail-oriented analyst who excels in cross-functional environments and is passionate about data storytelling. You will be responsible for the reputation and online presence of the brand and dealing with online reviews - positive or negative.

You will be working full-time in office, in Downtown Toronto off of King and Union station.

Monday-Friday 9:00am-5:30pm; however some flexibility may be required**

Core Responsibilities

- CSAT Program Management : Oversee the end-to-end lifecycle of the CSAT program, including survey architecture, data collection, and deep-dive trend analysis to identify and remediate root causes of dissatisfaction.
- Calibration & Reporting : Partner with department managers to maintain QA scorecards and calibration processes, ensuring fairness and reliability. Produce structured reports for leadership regarding service quality.
- Competitive Intelligence : Monitor the HR services and software landscape. Track competitor pricing, offerings, and market positioning to produce strategic dashboards and "battle cards" for Sales and Marketing teams.
- Escalation & Reputation Management : Monitor social media channels for client sentiment, managing escalations and direct outreach to ensure swift problem resolution.




- Infrastructure Development : Build and maintain the reporting architecture for NPS, CSAT, and QA metrics, creating self-serve dashboards for internal stakeholders.

Required Experience

- Professional Background : 3+ years in a Customer Satisfaction, Quality Assurance, or Client Insights role, preferably within a B2B services or contact center environment.
- Technical Expertise : Proven experience designing QA frameworks and managing formal CSAT/NPS programs.
- Data Storyteller : Exceptional analytical skills with the ability to translate complex datasets into compelling narratives for both technical and non-technical audiences.
- Cross-Functional Catalyst : Skilled at collaborating with Sales, Product, and Operations to implement quality improvements and refine market positioning.
- Self-Directed & Agile : A curious, proactive mindset capable of managing multiple high-priority workstreams in a fast-paced, high-growth setting.
- Communication Skilled : Superior written and verbal skills, with the presence to present strategic insights confidently to executive leadership.
- Market Curiosity : A genuine drive to stay ahead of industry benchmarks and competitor movements to create a tangible business advantage.

Perks and Benefits

- Paid day off on your birthday
- 3 weeks vacation
- Enhanced health and dental advantages
- Registered Retirement Savings Plan (RRSP) matching program
- Prime downtown location near Union Station
- Increased vacation entitlement after 2 and 5 years of service

51463CN

INDCAN

- Portfolio are acting on behalf of our client in recruiting for this position. To the best of our knowledge, this vacancy is for a new or existing role within their organization._

📌 Client Experience & Reputation Insights Specialist (Toronto)
🏢 The Portfolio Group
📍 Toronto