Job Description

JOB TITLE: Specialist, Quality and Learning

DEPARTMENT: Community Services

POSTING NUMBER: 105866

NUMBER OF POSITIONS: 1

JOB STATUS & DURATION: Full Time Permanent

HOURS OF WORK: 35-hour workweek

LOCATION: West Tower

SALARY GRADE: 4

HIRING SALARY RANGE: $75,358.00 - $84,778.00 per annum

MAXIMUM OF SALARY RANGE: $94,198.00 per annum

JOB TYPE: Management and Administration

POSTING DATE: February 9, 2024

CLOSING DATE: February 23, 2024

AREA OF RESPONSIBILITY:

Reporting to the Manager, Service Experience and Quality, Service Brampton, this experienced Quality Assurance and Training professional works as part of a team accountable for ensuring exceptional Quality Service and Operational efficiency through consistent monitoring and evaluating of contacts across all channels. Creating and delivering training programs for new hires as well as refresher training; leveraging technology to provide innovative and engaging programs. Create, maintain and refresh a Rewards and Recognition program to acknowledge and celebrate team members.

• Leverages data, analytics and metrics to compile, monitor and assess team and individual performance, and assist in creating development plans with Supervisors, in order to drive and refine performance on a real time basis.
• Meets with staff to review completed evaluations, provides feedback on areas for improvement and areas done well, identifies and recommends training needs for individuals and the team as a whole.
• Promotes continuous learning and improvement for staff through mentoring, coaching, and promoting participation in communications and training programs.
• Develops and facilitates ongoing training to further enhance the knowledge and expertise of Customer Service Associates & Team Leads.
• Inspires a customer service focus with the ability to pass on best practice knowledge to the team.
• Creates and implements meaningful, engaging interactive training modules leveraging technology and Business Partner SME’s.
• Reviews processes and procedures and implements changes to optimize efficiencies as required.
• Supports and participates in the orientation and training of employees on new or revised customer service and operating procedures and systems.
• Participates in the Corporate Contact Centre and 311 Services Quality Assurance program, evaluating contacts for all channels (phone, email and in-person) and providing meaningful feedback to team members.
• Assists with evaluating overall service levels and recommending swift corrective actions where service levels are below standard.
• Participates in design of call monitoring formats and quality standards.
• Devises ways to continuously improve team operations; identifies system inefficiencies, recommends and implements appropriate plan of actions.
• Prepares and analyzes internal and external quality reports for management staff review.
• Maintain Knowledge base within CRM application.
• Knowledge of various applications and technology used at the Contact Centre and Service Brampton Centre(s).
• Assists in the creation and maintenance of a Rewards and Recognition program.
• Assists with special projects and other tasks, as required.
• Available to work various shifts to accommodate training for staff working in a 24/7 environment.

SELECTION CRITERIA:

EDUCATION:

• High school (Grade 12) graduation plus an additional program of up to one year in Community College Office/Business Administration/Marketing & Communications/Call Centre certificate or equivalent education

REQUIRED EXPERIENCE:

• Over one (1) year, up to and including two (2) years’ experience learning and development environment and Quality Assurance experience

OTHER SKILLS AND ASSETS:

• Exceptional presentation, oral and written communication skills
• Ability to motivate and drive improvement
• Strong focus on customer service and attention to detail in maintaining quality service
• Ability to communicate and coach effectively to a variety of audiences with tact and diplomacy
• Experience working with an E-Learning product is an asset eg: Articulate
• Strong organizational and time management skills, ability to multi-task and work in a fast paced environment
• Knowledge of Quality Monitoring software eg: Verint
• Working knowledge of industry standard quality assurance practices
• Ability to develop and maintain strong, productive working relationships
• Proficiency in the Microsoft suite of office products
• Knowledge of methods, processes and procedures of municipal government is an asset;
• Flexibility to occasionally work varying hours to effectively support 24x7 service operations;
• Access to transportation/use of own vehicle for frequent travel to City facilities.

** Various tests and/or exams may be administered as part of the selection criteria.

Interview: Our recruitment process may be completed with video conference technology.

As part of the corporation’s Modernizing Job Evaluation project, this position will undergo an evaluation which may result in a change to the rate of compensation. Any changes affecting this position will be communicated as information becomes available.

If this opportunity matches your interest and experience, please apply online by clicking the button above quoting reference #105866 by February 23, 2024 and complete the attached questionnaire. We thank all applicants; however, only those selected for an interview will be contacted. The successful candidate(s) will be required, as a condition of employment, to execute a written employment agreement. A criminal record search will be required of the successful candidate to verify the absence of a criminal record for which a pardon has not been granted.

As part of the application process, applicants will be invited to complete a self-identification survey. The survey is voluntary. Participation in the survey will have no impact on hiring decisions. Should you wish to opt out of completing the survey, please select “prefer not to answer” as a response to each question. All information collected is confidential and will not be shared with the hiring manager. The surveys will be anonymized and will be kept separate from applicant or employee files, such that the individuals who completed the surveys will not be identifiable. The results of the survey will assist in the analysis of disaggregated metrics for organizational planning purposes and our commitment to advance and foster diversity, equity, and inclusion. The City may use anonymized data to produce aggregate reports for internal or external use.

Please be advised, the City of Brampton uses email to communicate with their applicants for open job competitions. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e. testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the Job Competition and your application will be removed from the Competition.

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