Specialist, Nmt Quality Standards

Req Id: 410832
At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we’re revolutionizing how Canadians communicate.
If you’re ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the Bell team.
Summary
Bell is looking for a Specialist, Quality Standards to focus on quality standards across the Neighbourhood Marketing Team. The Specialist will perform in field shadowing of NMT agents, call listening, as well as complete customer follow ups in order to evaluate the NMT marketing process and customer journey. The Specialist will also be required to complete analysis and present findings to leadership and provide recommendations on how to improve the end-to-end Neighborhood Marketing Team process and customer experience.
The successful candidate will report to the Senior Manager of BRS Sales Support and will work closely with BRS Operations and Customer Operations. This is an excellent opportunity for a candidate with strong marketing, coaching, analytical, interpersonal, and program execution skills looking to work in a dynamic and fast-paced environment.
Key Responsibilities

• This role will be considered “Remote” Workways profile – in office 1 day a week
• Ad hoc requests where required
• Regularly audit internal and vendor processes to ensure adherence to channel requirements
• Recommend evaluation criteria and measures
• Play a key role in reaching internal quality assessment targets, calibrating feedback and ensuring performance
• Monitor and evaluate quality standards within the NMT Channels
• Leverage data analytics to drive change for all operational teams including external partners
• Develop strong relationships with internal and external partners to build a strong understanding of the business and seek to understand business trends so that effective recommendations on Quality practices can be implemented
• Create and deliver reports and presentations to stakeholders from different levels

Critical Qualifications

• Telecommunications industry experience is an asset
• Ability to lead and influence at cross-functional level
• Must have a valid driver license and vehicle – this role is eligible for mileage reimbursement
• PC Proficient - MS Suite Office
• Ability to manage competing priorities and deliver results on short timeframes
• University degree or comparable experience
• The ability to effectively handle multiple, high priority tasks, at the same time
• Detail oriented and inquisitive with a strong aptitude to understand complex situations
• Strong leadership, training and coaching skills
• Superior written and verbal communication skills
• Proven analytical skills - able to identify and understand trends; able to synthesize and translate results into actionable items

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Adequate knowledge of French is required for positions in Quebec.
Additional Information
Position Type: ManagementJob Status: Regular - Full TimeJob Location: Canada : Ontario : Mississauga || Canada : New Brunswick : Moncton || Canada : Newfoundland : Mount Pearl || Canada : Nova Scotia : Halifax || Canada : Prince Edward Island : Charlottetown || Canada : Quebec : MontrealFlexible work profile : Remote
Application Deadline: 05/05/2023
Please apply directly online to be considered for this role. Applications through email will not be accepted.
At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or [email protected] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [email protected].
Created: Canada, ON, Mississauga
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410832