Operations Quality Manager

Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, Hydro Solution, and Pioneer Plumbing & Heating.

A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.

If you are ready to become one of our Experts, we would love to hear from you.

Role:
Manager - Operations Quality

Status:
Regular, Full Time

Department:
Operations Quality Standards

Location:
Markham – Occasional Travel Required

Compensation: $84,264 - $130,609

Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.

Job Summary:

We are seeking an experienced Operations Quality Standards Manager to lead our Quality Assurance team in delivering exceptional customer experiences across all channels and mediums. This critical role will own the contact centre quality program, managing the customer experience framework that prioritizes customer‑centric skills, understanding, resolving, and brand ambassadorship.

As an Operations Quality Standards Manager, you will play a vital role in driving our corporate customer experience strategy, educating, and aligning team members and vendors, delivering exceptional customer experiences across all channels and mediums.

• Own the end-to-end Quality Assurance strategy and operating model across all customer contact channels and interaction types (inbound/outbound; voice, email, chat, social, and digital), ensuring alignment with the corporate customer experience strategy and regulatory/brand requirements.
• Lead, coach, and develop an internal team of QA Analysts; set clear performance expectations, create development plans, and ensure consistent application of evaluation standards.
• Manage QA delivery through multiple internal and external partners (BPOs and specialist vendors): define scope, SLAs, RACI, controls, and governance to ensure quality outcomes and consistent customer experience.
• Design, implement, and maintain QA scorecards, performance dashboards (e.g., QA Score, CSAT, FCR, NPS, compliance/critical errors), including channel/vendor segmentation, targets, trend insights, and critical compliance governance (definitions, thresholds, escalation, and remediation tracking).
• Facilitate recurring calibration sessions across internal evaluators, vendor QA teams, and operational stakeholders to drive scoring consistency, reduce evaluator variance, and maintain alignment on standards (including critical compliance criteria and AI-to-human scoring parity).
• Drive closed-loop quality improvements: translate evaluation findings into actionable coaching themes, SOP/knowledge updates, training requirements, and process/technology change requests; track remediation to completion and validate impact.
• Lead quality deep‑dives and contact studies to identify root causes of defects, friction points, and failure demand; quantify drivers and recommend prioritized, measurable interventions.
• Establish and run operational cadences (W /M /Q ) with internal leaders, vendor partners, and executive stakeholders, including performance readouts, risk/issue management, action logs, and continuous improvement roadmaps.
• Provide operational governance for AI-enabled quality evaluation to score customer interactions: support prompt/rubric configuration and ongoing maintenance, monitor performance and drift, run human-in-the-loop QA and calibration, and manage change control to ensure sustained accuracy and consistency across…