Quality Monitoring and Resource Specialist - Toronto, Canada - OCS

OCS

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Us
The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older.

We operate the provincial online store for recreational cannabis in Ontario and are the exclusive provincial wholesaler to authorized private retail stores.

Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry.

We're a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences.

We're an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.

About the Role

About Your Day

Track Customer Service Representative performance, and document trends
Document quality monitoring findings for coaching and development, identifying feedback and ways to improve service
Monitor customer interaction performance against established service standards and procedures
Use adult learning principles to create learning tools and training materials
Consistently maintain knowledge resources and base content to ensure accurate information is available to customer service team (ex. Work instructions, job aids, workflow processes, policies, tip sheets, scripts)
Partner with other departments or business units for new processes/systems/events that may affect the contact center to create an appropriate resource for that process/system/event
Assist with training design and delivery for the customer service department, ensure training records are maintained within the Learning Management System
Perform trend analysis of Quality Monitoring KPIs to create reports or recommendations for continuous improvement
Provide feedback from quality monitoring process to the Customer Service team
Specifically provide feedback on identified trends or Customer Service Representatives who may need coaching or refreshing on the knowledge base
Provide coaching to Customer Service Representatives

About You

Post-Secondary education and/or equivalent combination of experience and education in business/commerce or Learning & Development
2+ years of Customer Service leadership experience
2+ years of Call Centre/Contact Centre experience
2+ years of Quality Monitoring experience
2+ years of experience in creating learning tools (job aids, workflows, etc)
Experience working with CRM
Intermediate Microsoft Office skills
Strong Problem Solving Skills
Superior Customer Relationship Skills
Strong coaching skills

Remote Work

About the Job

City:
Toronto, ON

Employment Type:
Permanent Full Time; This is a bargaining unit role represented by OPSEU

Required Travel:
none

Application deadline: 28/03/2023 at 11:59pm