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Specialist, Quality & Learning Jobs
Company | City of Brampton |
Address | Brampton, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Government Administration |
Expires | 2023-06-19 |
Posted at | 11 months ago |
- Facilitates and provides training/support to Service Brampton, Call Centre
- Develops and facilitates ongoing training to further enhance the knowledge and expertise of Customer Service Representatives & Team Leads.
- Devises ways to continuously improve team operations; identifies system inefficiencies, recommends and implements appropriate plan of actions.
- Assists with special projects and other tasks, as required.
- Supports and participates in the orientation and training of employees on new or revised customer service and operating procedures and systems.
- Knowledge of various applications and technology used at the Contact Centre and Service Brampton Centre(s).
- Participates in design of call monitoring formats and quality standards.
- Prepares and analyzes internal and external quality reports for management staff review.
- Assists with evaluating overall service levels and recommending swift corrective actions where service levels are below standard.
- Inspires a customer service focus with the ability to pass on best practice knowledge to the team.
- Available to work various shifts to accommodate training for staff working in a 24/7 environment.
- Reviews processes and procedures and implements changes to optimize efficiencies as required.
- Promotes continuous learning and improvement for staff through mentoring, coaching, and promoting participation in communications and training programs.
- Assists in the creation and maintenance of a Rewards and Recognition program.
- 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.
- 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.
- 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.
- Maintain Knowledge base within CRM application.
- Creates and implements meaningful, engaging interactive training modules leveraging technology and Business Partner SME’s.
- 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
- Over one (1) year, up to and including two (2) years’ experience learning and development environment and Quality Assurance experience Exceptional presentation, oral and written communication skills
- Strong focus on customer service and attention to detail in maintaining quality service
- Strong organizational and time management skills, ability to multi-task and work in a fast paced environment
- Knowledge of registration software, e.g. Perfect Mind
- Ability to motivate and drive improvement
- Access to transportation/use of own vehicle for frequent travel to City facilities.
- Experience working with an E-Learning product is an asset eg: Articulate
- Ability to communicate and coach effectively to a variety of audiences with tact and diplomacy
- Knowledge of methods, processes and procedures of municipal government is an asset;
- Proficiency in the Microsoft suite of office products
- Working knowledge of industry standard quality assurance practices
- Various tests and/or exams may be administered as part of the selection criteria.
- Flexibility to occasionally work varying hours to effectively support 24x7 service operations;
- Ability to develop and maintain strong, productive working relationships
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