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Manager, Customer Service Quality

Brother USA

This is a Full-time position in Toronto, ON posted November 24, 2021.

Let’s Grow Together Our mission is to live our “at your side” promise and simplify and enrich the lives of our customers, employees, and communities.

“At your side” is more than a slogan to us; it’s the purpose we do our best to fulfill every day.

With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next.

We’re committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education.

Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future.

If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then we’ll be “at your side” every step of the way.

The Manager, Customer Service Quality develops, implements, manages, and ensures the standardized execution of the Customer Service Quality program.

This role leverages quality assurance standards to improve the customer experience, increase productivity and enhance agent performance.

This position manages, trains, and leads Senior Quality analysts and works with third party vendors to execute the quality program.

Quality Assurance Develop and create an innovative quality assurance framework and a plan which includes quality assurance scorecards for contact center representatives at individual and team levels Manage the Customer Service Five9 Virtual Observer Quality Management System software Ensure customer service Sr.

Representatives, Supervisors and contracted vendors listens to call recordings and monitor incidents between customers and reps and score against a compliance checklist Analyze quality training needs for Brother customer service staff and contracted vendors to ensure they are identified, planned, and implemented Develop coaching and performance management strategies to improve quality with Contact center leaders Monitor agent trends leading into change processes in call handling Enable customer service regulatory compliance Improve performance on calls with insights from call analytics, speech analytics and sentiment analysis 50% Data Analysis Utilize NPS (Net Promoter Score), CSAT (Customer Satisfaction), Voice of the Customer and CES (Customer Experience Score) data for trends, patterns, and root cause analysis of issues Understand correlations of QA scores with customer feedback/surveys Monitor the accuracy of agent scorecards and establish reports on weekly or monthly basis Leadership Engage employees resulting in a successful quality program and enhanced customer experience Manage relationships with internal business partners and consults with vendors to perform quality needs analysis and determine business and/or performance needs Strategic Alignment Provide customer insight that is used elsewhere within the organization Participate and contribute information to strategic plans and projects Monitor emerging quality assurance tools, trends and standards and makes recommendations for adoption Requirements -Education Bachelor’s Degree (or equivalent experience) Business Administration, Communication or other related field -Experience (Minimum 5 years) Experience in Customer Service Quality Assurance defining new processes and procedures Experience managing several projects at once and ensuring effective results for stakeholders, Experience managing and directing the work of others -Experience (Minimum 3 years) Contact Center leadership with a focus on coaching and counseling call performance requirements for a group of hourly employees
– Licenses and Certifications (Preferred) COPC (Customer Operation Performance Center) -Software/Technical Skills MS Office Suite (Outlook, Word, Excel, PPT, Teams) Intermediate Required Quality Management Software (Five9) Advanced Preferred -Other Skills/Knowledge/Abilities Self-starter who takes initiative, support strategic priorities, take ownership of assigned projects/initiatives, contribute to results and be committed to meeting tight deadlines Required Excellent written and verbal communication skills Problem solving and critical thinking with attention to detail and follow-up Work collaboratively on projects with other functional departments and has exceptional organizational skills necessary to manage multiple projects simultaneously Leadership skills including constructive feedback (delivering and receiving), ownership and accountability, and team orientation Outstanding customer service skills and dedication to providing exceptional customer care Must adapt well to change and successfully set and adjust priorities as needed Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work.

Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd.

With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago.

Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas.

It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.S.

In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico.

For more information, visit

Brother International Corporation (“Brother”) is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws.

If you require any physical or other assistance in completing this application, a reasonable accommodation will be made upon request.