Manager Quality & Analytics

Reference No.
Job Category
Customer Service/Support
Full Time
Career Level
Executive, Experienced, Management

Job Description



Reporting to the VP of Customer Care, the ‘Manager of Quality and Analytics’ will be responsible for establishing a department focused on training, quality and business analytics within the Customer Care group. As a senior leader within the Customer Care organization, the incumbent will develop a strategic vision around these three areas of focus, building a strong culture of continuous improvement across both business and residential customer care for the various Distributel brands. This will include ensuring quality of service remains optimal, that opportunities for improvement are translated into training programs to provide teams with the knowledge and tools required to ensure superior customer service. In addition the incumbent will ensure that all of the data available in Customer Care is utilized as widely as possible both to help improve the operations of Customer Care, and to better partner with our Marketing group and other groups to provide insights that will help grow the business.


It is expected that the Manager Quality and Analytics will cultivate and maintain positive working relationships with all internal and external contacts and achieve results in the absence of day-to-day supervision.





• Leads Managers/Supervisors internal to Customer Care as well as the Manager of Training and Quality at our third-party partner overseas
• Works closely with the Director of Call Centre Operations and Director of Call Centre Sales to ensure Specialists and Supervisors are trained effectively
• Works with the Manager/Supervisor of Training and Quality, other Customer Care Managers and various internal clients to asses ongoing departmental training requirements in each area of Customer Care operations (Sales, Customer Experience, Retention, and Technical Support)
• Plans, develops, improves, and maintains training curriculum, methodologies, tools, policies and procedures
• Ensures training class environment and equipment are managed
• Develops and reports on analytics that measure the success of Customer Care training and quality programs for both residential and business divisions
• Leads operations of the Customer Care Training Program
• Leads operations of the Customer Care Quality Program
• Develops a robust analytics group merging together data from the quality program, phone metrics, sales, and corporate performance to provide business analytics designed to inform the strategic vision of all Customer Care Operations (CE/TS, Retention/Sales, Residential/Business)
• Leads, energizes, mentors, coaches, and evaluates Training, Quality, and Analytics staff
• Clearly articulates policies and standards by meeting with direct reports on a regular basis
• Effectively communicates and enforces employee development plans, policies, and procedures

Special Assignments:


• Develop Training and Quality KPIs and design reports to measure results
• Assess current Quality Program and update as required
• Establish an Analytics group within Customer Care

Working Conditions:


• Fast-paced, office environment
• Some travelling may be required (mainly to Ottawa/Montreal)

Computer Skills and Software Used:

• Computer skills: Microsoft Outlook, Word, and PowerPoint with advanced Excel skills
• Internal tools and systems (including Telax)
• Proprietary software (including DAS and the Acanac Biller)




Education and Training:


• Education: Bachelor’s degree or higher preferred
• Experience: Minimum of 5 years of call centre experience required
• Experience: Minimum of 3 years of analytics and quality experience in a call centre
• Experience: A combination of experience and/or education in project management considered an asset

Skills and Aptitudes:


• Excellent written and oral communication skills with a demonstrated ability to present and influence credibly and effectively at all levels of an organization, including executive
• Strong business acumen
• Demonstrated track record of superior leadership skills
• Good people skills and ability to energize others
• Familiarity with principles of adult learning
• Resourceful problem solver
• Fact driven and analytical
• Ability to translate issues into opportunities
• Ability to work with effectively and diplomatically with all levels of management and cross-functional teams


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