QUALITY ASSURANCE CONSULTANT

Job ID: 54014

Job Category: Operations & Maintenance

Division & Section: Toronto Water, Technology & Customer Experience

Work Location: 275 Merton Street

Job Type & Duration: Full Time, Permanent Vacancy

Salary: $86,716.00-$112,255.00, TM2454 and wage grade 6.0

Shift Information: Monday to Friday, 35 hours per week

Affiliation: Non-Union

Number of Positions Open: 1

Posting Period: 21-Mar-2025 - 04-Apr-2025

Job Description:

This member of the Customer Care Support team provides support to Toronto Water's Customer Care Centre units by leading projects, monitoring, recording, reviewing and analyzing program, service delivery & employee performance data and trends, and by recommending corrective actions as needed to ensure an excellent standard of service and a high level of customer satisfaction is maintained.

Major Responsibilities: 

• Develops quality assurance framework, including the development of quality policies and procedures for Customer Care & Customer Field Services employees.
• Reviews operations and administration processes to ensure proper and consistent quality assurance standards, policies and requirements are maintained.
• Oversees assigned projects, ensuring effective teamwork and communication, high standards of work quality, organizational performance, accountability and continuous learning.
• Develops, monitors, analyzes, identifies and recommends corrective and preventive actions for service improvement opportunities through evaluation of program, service delivery and employee performance.
• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Coordinates, communicates and delivers various information, including annual reporting, metric/benchmarking, tracking/reporting internal and external communication plans.
• Documents, collects and calibrates quality data calls, evaluation sheets, reports, etc. and archives accordingly.
• Conducts research into assigned area ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
• Creates, designs, coordinates and implements program evaluations, operational reviews and audits for improving customer service.
• Investigates customer complaints, identifies gaps and areas for process improvements to meet quality standards.
• Investigates, evaluates and responds to inquiries to ensure continuous improvement of employee performance, processes and procedures; and make adjustments to business policies/processes where necessary.
• Conducts site visits, and listens to real-time and post-call recordings to assess for overall quality of performance and service
• Conducts business process reviews and makes recommendations to the Manager and senior management with regards to service optimization and business process simplifications that could result in alternate service delivery/contracting out, restructuring, changes in staffing levels, downsizing and resource allocation.
• Creates and/or modifies business processes for administering the delivery of service and effectiveness of service delivery and develops strategies/policies/programs and action plans, to improve performance, service delivery and customer service.
• Deals with confidential information affecting the division and its resources and prepares and presents reports to Manager and senior management supporting recommendations on changes/improvements in employee performance, business process, training and services standards, including appropriate staffing levels and resource allocation.
• Works collaboratively with employees of various levels to create, design, implement and/or maintain service improvement evaluation programs for unionized staff.
• Works with Supervisors to provide positive feedback and suggested recommendations for improvement to employees on various levels of performance.
• Participates in labour relations matters as they relate to Toronto Water quality assurance initiatives such as employee recognition programs and employee performance. 
• Initiates, creates and implements a customer service employee performance evaluation and recognition program.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Develops a tiered recognition program for employees who achieve various quality service levels.
• Conducts best practices and industry standard research regarding qualitative processes that improve quality of service.
• Maintains an awareness of current trends, practices and directions to recommend/apply leading industry concepts and techniques.
• Facilitates and attends meetings with staff of all levels to discuss quality, customer service related standards, business processes and procedures, or other topics related to performance standards.
• Anticipates, analyzes and identifies organizational and program delivery impacts.
• Recommends and coordinates solutions using sound professional judgement, conflict resolution and negotiation skills to manage sensitive and controversial matters.
• Mentors, provides orientation and training related to work functions to staff.
• Assists in the development and maintenance of a staff knowledge base that will involve uploading scripts, processes, procedures, practices and any other communications that are relevant to operational needs.
• Reviews and interprets technical information to develop easy to read communications, processes and/or procedures for staff of all levels.
• Works collaboratively with Toronto Water Management and/or other city staff at all levels to develop, design, implement and maintain Customer Care and Customer Field Services Emergency Response Plan.

Key Qualifications:

Your application must describe your qualifications as they relate to: 

1. Post-secondary education in a related field or related experience in conducting quality monitoring related work in an office, call centre or outdoor field environment.
2. Considerable experience developing, tracking and monitoring Key Performance Indicators.
3. Experience implementing service delivery process improvements using evidence-based decision making.
4. Experience applying project management and change management principles and tactics to process improvement activities.
5. Experience developing evaluation programs, monitoring and analyzing performance, and providing feedback for employees of various levels working in an office, call centre and/or field environment.

Note To Current City of Toronto Employees 

City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.