We are looking for a strategic quality leader to oversee contact centre quality operations in Markham, Ontario within a regulated utilities and infrastructure environment. This role is responsible for strengthening evaluation practices across internal teams and external partners, improving consistency in customer experience, and turning quality findings into measurable operational improvements. The successful candidate will guide quality governance, support AI-enabled interaction assessments, and work closely with cross-functional stakeholders to maintain high standards of service, compliance, and performance.
Responsibilities:
• Lead and mentor a team of quality assurance professionals by setting performance expectations, supporting skill development, and reinforcing consistent evaluation practices.
• Oversee quality delivery across in-house operations and third-party service providers by establishing service expectations, controls, and governance processes that promote reliable customer outcomes.
• Build and maintain quality scorecards and reporting tools that track key trends, channel and vendor performance, compliance results, and areas requiring corrective action.
• Run regular calibration sessions with internal reviewers, vendor quality teams, and operational leaders to improve scoring alignment and reduce inconsistencies in evaluations.
• Convert audit results and interaction reviews into targeted coaching priorities, training updates, knowledge improvements, and recommendations for process or technology enhancements.
• Manage recurring operational reviews with leadership and partner teams to communicate performance results, monitor risks, track action items, and advance continuous improvement plans.
• Provide oversight for AI-supported quality evaluation by helping maintain scoring criteria, monitoring performance changes, validating results through human review, and controlling updates across channels.
• Partner with operations, training, product, and compliance teams to ensure quality methods, sampling practices, and data handling processes align with privacy, security, and regulatory obligations.
• Support remediation efforts through to completion by confirming corrective actions are implemented and assessing whether improvements have delivered the intended impact.
• Travel occasionally as needed to collaborate with stakeholders and support quality initiatives across the broader organization.
Manager - Contact Centre Operations Quality • Markham, CA
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