Admn o 24r - Burnaby, Canada - BC Public Service
Description
Posting Title- ADMN O 24R - Quality Assurance Manager, Wholesale Customer Care- Position Classification- Administrative Officer R24- Union- GEU- Work Options- Location- Burnaby, BC V3J 1N3 CA (Primary)- Salary Range- $73, $84,134.
34 annually- Close Date- 3/25/2024- Job Type- Temporary (Auxiliary)- Temporary End Date- 2/28/2025- Ministry/Organization- BC Public Service -> Public Safety & Sol General- Ministry Branch / Division- BC Liquor Distribution Branch- Job SummaryQuality Assurance Manager, Wholesale Customer Care
Administrative Officer R24
About the BCLDB:
The BC Liquor Distribution Branch (LDB) is one of two branches of government that provide oversight for the beverage alcohol and non-medical cannabis industries in the province.
The LDB is responsible for the wholesale distribution of liquor and cannabis, and operates the retails brands BCLIQUOR and BC Cannabis Stores.
The LDB is committed to government's goals of making life better for people in B.C., improving services, and ensuring a sustainable province for future generations.
The LDB Wholesale Operations team is responsible for the registration, procurement, customs clearance, selling and distribution of liquor products for the province of British Columbia.
Working in collaboration with our suppliers and agents, our vision is to provide a reliable and efficient service to support the success of our customers.
There are five key divisions within the business; Supply Chain, Pricing, Imports, Customer Service and Distribution.Each of our teams work closely in alignment with each other to provide a seamless customer experience and deliver on our service goals.
About this role:
The QA Manager is responsible for facilitating calibration/group sessions regarding the quality program and identifying areas of service improvements and developing programs that improve the overall quality of the customer's experience when interacting with the WCC.
The QA Manager is responsible for providing feedback to operational teams on the results of the call evaluations, present objective recommendations/suggestions for improvement and identifies potential risks and gaps.
The QA Manager requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive working relationships, partnering with the WCC leadership, team members and other resources.
This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever changing environment.
A criminal record check is required.This position may require the ability to work a variety of shift patterns.
For complete details about this opportunity, including accountabilities, please refer to the attached job description, also located in the Additional Information section at the bottom of the posting.
Position requirements:
Education and Experience:
- Minimum of three (3) years recent (within the last five years), related experience in a customer service operation as an analyst or manager, in a role focused on quality assurance and customer experience.
- Postsecondary education or related coursework including formal quality assurance training and dispute resolution training.
- Experience with coaching and development for performance improvement.
- Experience leading a team.
An equivalent combination of experience, training, and education may be considered, i.e., five (5) years of recent, related experience as stated above with secondary (high) school diploma or equivalent certificate may be considered.
Application instructions:
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Ensure your resume includes your educational accomplishments, employment history including start and end dates (month and year) of your employment, and any relevant information that relates to the job to which you are applying.
Note:
Applications will be accepted until 11:00pm Pacific Time on the closing date of the competition.
Working for the BC Public Service:
The BC Public Service is committed to creating a diverse workplace to represent the population we serve and to better meet the needs of our citizens.
Consider joining our team and being part of an innovative, inclusive and rewarding workplace.
This position is eligible for flexible work arrangements, such as a hybrid work combination of in-office and work-from-home, following the guidelines established for flexible workplaces.
