Manager of Quality Assurance

Position: Manager of Quality Assurance - Enercare
Take the lead in quality management at Enercare as the Manager of Quality Assurance. Located in Markham, this role requires occasional travel and focuses on optimizing customer interactions across channels.

This full-time position involves creating the Quality Assurance framework and managing a team of QA Analysts. You will enhance customer-centric skills and ensure adherence to compliance and brand standards. By facilitating continuous improvement through data-driven insights and team development, you'll play an essential role in elevating customer satisfaction.

Key Responsibilities:

• Develop and own the end-to-end QA strategy for diverse contact channels

• Coach and lead a team of QA Analysts for optimal performance

• Collaborate with vendors to ensure quality outcomes

• Maintain QA scorecards and performance dashboards regularly

• Conduct calibration sessions with evaluators and stakeholders

Requirements:

• Bachelor’s degree in Quality Management or similar field

• 5+ years in customer experience management

• Proven experience managing QA processes

• Familiarity with AI-enabled quality evaluation techniques

• Excellent problem-solving and analytical skills

Lead the transformation of quality assurance and customer experiences at Enercare in Markham.
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