Quality Compliance Representative

Job Responsibility:

Job Title: Quality Compliance Rep

Company: Provincial Smart Home Services

Location: 1243 Islington Ave Floor 2 Etobicoke, Ontario

Employment Type: Full-time, On-site

Salary: $21 per hour + overtime

Hours: Monday-Friday 9:00AM - 5:00PM

Company Overview:

Provincial Smart Home Services is among Canada's fastest-growing companies, dedicated to providing residential homeowners with cutting-edge Smart Home and HVAC products, along with 24/7 equipment protection.

Maintain Quality Assurance and compliance standards:

• Work on the Quality Assurance and compliance process to ensure calls, requests and files are monitored and scored on time weekly or as required within each team. This will require:

• Selecting calls and requests to be monitored each month.

· Selecting opportunities to review compliance to the process and documentation.

• Work with the team leads on training to ensure all program-specific expectations are understood and communicated to the rest of the Ops team.

• Manage new processes as they apply to quality.

• Assisting with SLAS

Escalations Process Adherence and Communication:

• Ensures complaints are managed within SLA and within individual teams.

• Manage any complaint raised by a corporate contact, providing an analysis and summary of any process changes.

• Lead on decreasing our levels of negative feedback.

• Lead on increasing our levels of positive feedback.

Report on the accounts and compliance trends to drive service improvements:

• Prepare daily QA results.

• Create trend reports-based compliance results and ensure they are communicated.

Identify opportunities and work with the training team to drive service improvements:

• Coach TM's/LM's on client requirements for service improvement Ongoing, weekly specialist team huddles for specific updates on SI

• Seek to prioritize the issues that will make the biggest improvements to service quality that will be noticed by the client and the member.

• Assess the success of changes made through targeted quality audits.

• Lead on projects that improve the service across teams and schemes.

• Liaise with the operations team leads to determining program training required for existing team members and new starters prior to onboarding based on quality and compliance trend analysis.

• Deliver training with a focus on practical learning, running group role-plays and test calls based on real-life scenarios if needed to drive improvements.

BEHAVIORAL EXPECTATIONS:

Expected to role model the behaviors associated with our values, must be trustworthy, assertive and Pioneering. Be a team player and be resourceful in finding ways to improve customer service training programs and streamline processes for future efforts, promoting efficiency of resources and business practices.

JOB REQUIREMENTS:

• Bachelor's degree or an equivalent combination of education and experience

• 1 year of QA background

• 2 years of Call Center Background

• Client-facing experience

• Must be available weekends occasionally

• Language requirement- proficiency in English (written and spoken)

• Flexibility to work on different shifts to cover workload schedules, including weekends if required.yee may perform other related duties as assigned by their supervisor.

Job Type: Full-time

Salary: $21.00-$22.00 per hour

Expected hours: 40 per week

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Toronto, ON M9A 1Y9: reliably commute or plan to relocate before starting work (required)

Education:

• Bachelor's Degree (preferred)

Experience:

• quality compliance: 1 year (required)
• Call center: 2 years (required)

Work Location: In person