Quality Assurance Associate (Secondment)

Expected Salary Range: $80487 - $100609 Annually

The salary range shown above reflects the expected compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidate’s experience, education, training, and alignment with the role’s requirements. For positions covered by a collective agreement, placement within the range will follow the applicable step or classification.

The Quality Assurance Associate (Secondment) is responsible for developing and implementing quality assurance initiatives throughout the team to support attainment of business goals and objectives supporting the development and execution of the “voice of the customer”, improvements to quality and training strategies for Customer Experience and Public Affairs, (CEPA) including oversight of vendor performance and programs. The key focus for this role is Training and Development of training programs for the CEPA division S/he also participates in departmental or divisional projects to enhance customer experience.

This posting is for an existing vacancy.

KEY RESPONSIBILITIES:

• Leads contact centre quality assurance, customer experience, training, and continuous improvement programs to enhance service delivery and performance. Though they primarily focus on contact centre training they provide training for our entire division
• Oversees vendor training and quality programs, ensuring training materials, standards, and outcomes meet organizational requirements.
• Designs, develops, and delivers learning, coaching, and change management programs to support new processes, technologies, and employee development.
• Establishes Voice of the Customer programs and uses customer insights, trends, and feedback to drive service improvements and decision-making.
• Develops and maintains training content, knowledge management resources, process documentation, job aids, and learning materials.
• Monitors quality, customer experience, and operational performance metrics; conducts assessments and reporting to measure effectiveness and drive continuous improvement.
• Identifies customer journey pain points, process gaps, and efficiency opportunities, implementing solutions that improve quality, productivity, and customer satisfaction.
• Acts as a subject matter expert and business lead on customer-focused projects, supporting process design, technology enhancements, and operational transformation initiatives.

REQUIREMENTS:

• University Degree in Business Administration, Operations Management, Communications, Education or related discipline.
• Three (3) years professional Customer Care operations, contact centre experience; preferably working with a large Customer Information System, contact centre technologies and telephony systems including self-serve and assisted serve channels.
• Two (2) years’ experience in the development and/or delivery of various operational training programs for adult learners in a training environment
• Experience with knowledge management systems, Customer Relationship Management (CRM) systems, learning management systems, workflows, and Voice of the Customer programs strongly preferred
• Six Sigma or equivalent training or experience preferred
• Certificate program in Adult Learning and Development preferred
• Demonstrated experience developing curriculum and providing content and soft skills training
• Strong working knowledge of quality and coaching programs and transaction monitoring systems
• Experience with quality experience programs for modern technology such live chat, chatbots, self-service, and other digital transactions
• Knowledge of quality assurance management, techniques and methods
• Demonstrated business process improvement understanding
• Understanding of the utility and regulatory environment an asset
• Strong interpersonal, leadership, and facilitation skills
• Excellent verbal/written communication skills, strong presentation skills
• Demonstration of teamwork skills, and ability to manage inter-departmental tasks
• Excellent MS Office skills (incl. PowerPoint, Excel)

This position is based in a hybrid environment allowing for remote work two days per week, based on business needs. Employees will be required to come onsite Tuesday to Thursday. You are expected to live in Ontario and within reasonable commuting distance of the office.

Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process. As part of this, artificial intelligence (AI) systems may be used to assist in screening, assessing, or selecting applicants for this position. These tools are used in combination with human decision-making to ensure fairness and consistency.

ACCESSIBILITY AND APPLICATION SUPPORT

Toronto Hydro is committed to fostering an inclusive and accessible recruitment process. Thank you for considering a career with Toronto Hydro. We welcome applications from all qualified candidates. If you’re having difficulty using our online application system and require accommodation, please email hr_talent@torontohydro.com or call (416) 542-8000. Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process. Please note this email is for accommodation requests only. Resumes sent to this email address will not be considered. Learn more about our commitment to accessibility.