Team Lead - Customer & Quality

Quantum Lifecycle Partners LP is Canada's largest and most important integrated computer asset disposal and recycling processor. We are committed to the safe and secure reuse of electronics, the responsible recycling of electronics to divert waste from landfills, and the recovery of natural resources from obsolete electronics.

Title: Team Lead - Customer and Quality

Location: North Bay, Ontario, P1A 0E7 (On-site)

Shift time: 8:30 a.m. - 5:00 p.m.

Position Status: Permanent Full-time

Existing Vacancy: Yes

Position Summary

The Team Lead - Customer and Quality supports the day-to-day coordination of Customer Service Representative (CSR) and Quality Assurance (QA) activities to ensure a positive customer experience, as well as achievement of quality, productivity, and service level objectives. This role provides day-to-day guidance, coaching, and support to CSR and QA team members while remaining actively involved in customer service and quality assurance activities.

Key Responsibilities

• Coordinate daily CSR and QA activities by balancing resources; monitoring priorities; providing guidance, support, and training to team members; and supporting the achievement of productivity, quality, turnaround time, and service level objectives.
• Monitor customer service performance metrics, case aging, and customer response times to ensure compliance with customer requirements and service level agreements.
• Coordinate and respond directly to customer and client communications regarding repair status, quality concerns, and escalations; communicate professionally by phone and email.
• Review customer feedback, repeat repair trends, and quality metrics in collaboration with depot leadership and operational team to identify issues, support corrective actions and continuous improvement.
• Participate in the development, implementation, and continuous improvement of quality control processes and initiatives related to repaired units and customer experience.
• Generate and distribute operational and quality reports and assist leadership with the analysis of customer experience, productivity, quality, and service performance metrics.
• Maintain the knowledge and capability to perform CSR and QA functions, including customer communication, testing activities, quality reviews, and other operational duties as required to support business needs; participate in required training and apply knowledge gained on the job.
• Lead by example in all work activities by demonstrating effective communication, professionalism, and providing guidance on appropriate workplace behaviours.
• Inform Management of problems or concerns related to quality, processes, equipment, materials, labour, shipment irregularities, non-conformances, and potential service impacts.
• Ensure compliance with Company policies, quality standards, security requirements, confidentiality obligations, and health and safety procedures.

Qualifications

• High school diploma or equivalent.
• 1-3 years of experience in customer service, quality assurance, repair operations, technical support, or a related environment.
• Demonstrated experience coordinating workflows, providing peer leadership, mentoring, or training team members.
• Experience communicating directly with customers, clients, or business partners regarding service, quality, or operational matters.
• Experience working with computer hardware, electronics repair operations, technical troubleshooting, or related environments preferred.

Job Knowledge and Skills

• Computer literacy including proficient use of MS 365 applications (Excel, Word, Outlook, Teams).
• Strong attention to detail and the ability to maintain accurate documentation, reports, and customer records..
• Demonstrated leadership, problem solving, and workload coordination, verbal and written communication skills.
• Excellent verbal and written communication skills with the ability to effectively interact with customers, clients, colleagues, and leadership.
• Working knowledge of computer hardware and device components, with the ability to learn and communicate technical concepts related to repairs and quality issues.
• Working knowledge of quality assurance practices, testing methodologies, and repair operations is an asset.

What We Offer

• Company-paid Extended Health & Dental Benefits
• Disability and Life Insurance
• RRSP Match Program up to 4%
• 3 weeks' vacation
• Education Reimbursement Program
• Employee Assistance Program
• Safety Shoes & Glasses Reimbursement
• Employee Purchase Program (up to 22% off on Qnovum.ca)
• Opportunity to play a part in protecting the environment and contributing to sustainability!

Quantum is an equal opportunity employer. We promote excellence through diversity and encourage all qualified persons to apply. We thank you for your interest; however, only those selected for an interview will be contacted. Quantum is also committed to providing accommodations for people with disabilities. If you require an accommodation, we will collaborate with you to meet your needs. Accommodation may be provided in all parts of the hiring process.

Salary or wage rate ranges are the range in which Quantum reasonably expects to set a candidate’s pay for the posted position. Actual placement depends on the individual skills and experience level of a candidate plus the total compensation and equity across team members.

Automated technologies, such as artificial intelligence, may be incorporated into our recruitment process. This includes, but is not limited to, AI-driven screening and assessment methods.

Quantum offers a unique insight into the E-waste industry, with its fast-paced and ever-changing environment! To learn more about us, visit:www.quantumlifecycle.com