Federated Co-operatives Limited (FCL) is hiring a Senior Specialist, Service Quality on a permanent basis on our Technology team. This position is a remote opportunity and will be based in anywhere across Canada .
The Senior Specialist, Service Quality provides expert oversight of service performance, quality assurance, knowledge management, and training, ensuring consistent, high-quality service delivery across FCL and its service partners. The role uses data-driven insights to identify risks, drive continuous improvement, strengthen service standards, and enhance customer and operational outcomes.
What you’ll do:- Manage and analyze service performance measures, KPIs, and SLAs to identify trends, risks, and improvement opportunities that support effective governance and decision‑making.
- Design and manage a service desk quality assurance framework to evaluate service interactions, incorporate customer feedback, and drive targeted improvements through coaching, training, and process enhancements.
- Develop and maintain accurate, current service operations knowledge, identifying gaps and collaborating with subject matter experts and service partners to support consistent and effective service delivery.
- Assess learning needs and develop onboarding, refresher, and change‑readiness training to ensure service operations partners are prepared to effectively support new and evolving services.
- Drive continuous improvement and service governance by translating performance insights into corrective actions, strengthening stakeholder partnerships, supporting audits, and managing service quality and compliance risks.
The Team:
You will work closely with Customer Experience and Service Platforms team, will report into the Senior Manager, Service Operations. This team fosters a collaborative and open culture that encourages innovation, empowers employees to take ownership of their work, and provides leadership support to help remove barriers and navigate ambiguity.
The Collaborators:
You will work closely with teams across our Technology business unit and collaborate with partners throughout the organization, including Employee Experience teams, external vendors, Local Co-ops, and FCL employees.
We help local Co-ops serve their communities by providing support and leadership to food, pharmacy, liquor and convenience stores, and by delivering quality products and exemplary customer service.
Who you are:You are looking for a career in Information Technology and :
- Have 6-9 years of progressively responsible experience in IT service management, service operations, performance analytics, quality assurance, knowledge management, training or related profession.
- Have a Bachelor’s degree in Information Technology, Business Administration, Data Analytics, Education, or a related field (a combination of relevant education and experience may be considered).
- Experience interpreting complex operational data, developing performance and quality frameworks, coordinating knowledge and learning programs, and working with third-party service providers is required.
- ITIL certification and Service Now, knowledge management, quality assurance, data analytics, instructional design or adult learning certifications are assets.
- Advanced proficiency with reporting and data visualization tools is preferred.
- Are familiar with service quality frameworks such as SERVQUAL, ISO standards or customer experience methodologies.
- Competitive salaries, short-term incentives, a comprehensive benefits package, and an employer-contributed pension plan.
- Encouragement to take advantage of learning opportunities to grow and develop as a Team Member.
- As a co-operative, we do business differently. We believe in…
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