Manager Contact Quality Services - Toronto, Ontario
1 month ago
Job summary
The Manager of Contact Centre Quality will lead a team responsible for the enterprise-wide Contact Quality Program focused on delivery and continuous improvement of multi-channel contact quality program supporting phone digital and two-way messaging platforms.This role will focus on improving customer experience across various customer facing clusters like Operations Service Excellence and Employer Accounts.
You will consult with operational areas build service strategies guide executive reviews based on customer feedback and market research
Qualifications
- 6–10 years in contact centre management business analytics program or project management management consulting/client services or strategy/business transformation.
- Strong planning organizational and negotiation skills.
- Excellent verbal written communication skills with ability to interact at all organizational levels.
Job description
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