The posting
Job Description
Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.
At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.
What will I be doing?
- Develop, implement and maintain quality assurance programs and initiatives to assess and improve customer communication and service delivery.
- Conduct structured quality audits and assessments across customer communication channels, including Contact Centre interactions, station communications, public address announcements, digital communications and other customer-facing channels.
- Monitor and analyze quality key performance indicators, audit findings and customer feedback to identify strengths, recurring issues and opportunities for improvement.
- Prepare quality assurance reports and provide evidence-based findings and recommendations to business leaders and stakeholders.
- Develop and maintain quality program evaluation systems, assessment criteria and processes to support consistent performance monitoring.
- Collaborate with cross-functional stakeholders to investigate quality and performance issues, identify contributing factors and recommend corrective actions.
- Identify and support process improvement initiatives to enhance the quality, consistency and effectiveness of customer communications.
- Work with trainers and operational stakeholders to identify training needs and support quality and performance improvements.
What Skills and Qualifications Do I Need?
- Completion of a diploma in Business, Customer Service or a related field, or an equivalent combination of education, training and experience.
- Demonstrated years of experience developing and delivering Contact Centre quality assurance programs.
- Knowledge of quality assurance principles, policies and procedures, including experience with quality management programs, related software and quality performance indicators.
- Experience developing and implementing technical and soft skill quality assurance programs related to Contact Centre operations.
- Experience conducting structured quality assessments, applying standardized scoring criteria and documenting evidence-based findings across customer service or communication channels.
- Strong analytical and problem-solving skills, including the ability to identify root causes and recommend improvements.
- Strong organizational skills, with the ability to manage multiple programs, initiatives and competing priorities
- Strong interpersonal, written, verbal and presentation skills, with the ability to clearly communicate findings, recommendations and training information.
Accommodation:
Metrolinx is an equal opportunity employer and committed to a diverse and inclusive workforce. We are also committed to offering reasonable accommodation to job applicants in accordance with applicable legislation. If you require assistance or an accommodation at any point during the hiring process, please contact us at: 416-202-5601 or email [email protected].
Application Process:
All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.
Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.
