Senior Quality and Customer Experience Specialist
About The Position
We are ready to take this game to the next level and need someone passionate to review and analyze Quality and Customer Experience data available within Customer Care to identify opportunities to improve Customer and Employee Experience. YOUR ROLE IN THE GAME Reporting to the Manager, Customer Care QA&CX , you will be empowered to: Monitor and evaluate interactions such as calls, chats and emails to assess performance against quality standards Utilize AI-powered tools such as XM Discover and Voice of Customer (VOC) insights to analyze trends, sentiment and performance on all Customer Care interactions Maintain quality scorecards, tracking individual and team performance against quality benchmarks and identify coaching and learning opportunities Collect and integrate relevant quality, XM Discover and VOC insights to provide a comprehensive view of Customer Care performance and identify opportunities to enhance both customer and employee experience Analyze trends and patterns in interactions and survey results from customers and retailers to generate actionable insights that improve product and service quality Provide data-driven recommendations on quality and VOC results to support the development of methodologies, processes and practices that will drive continuous improvement within the OLG Customer Care Centre Continuously identify improvement opportunities with regards to monitoring, capturing, and reporting against quality assurance and customer experience programs to maintain continuous quality improvement Identify and escalate employee performance opportunities and recommend training initiatives to support a high performance work culture throughout Customer Care
Requirements
- University degree or college diploma in Business, Analytics, Operations or a related field or equivalent experience
- Strong understanding of quality assurance and customer experience methodologies and practices
- 5+ years of experience in quality assurance, customer experience (contact centre operations preferred)
- Proven ability to analyze key quality performance metrics and maintain quality procedures and processes
- Demonstrated experience exercising a high level of discretion and confidentiality with sensitive employee and operational data.
- Ability to perform trend analysis, identify performance gaps and improvement opportunities
- Proficiency using MS Excel, PowerPoint, Word, ICE, Dynamics 365
- Effective communication and interpersonal skills
- Analytical and problem-solving skills
- Strong skills in building and maintaining collaborative working relationships with stakeholders and team members
- Effective facilitation, training and presentation skills; confident presenting to diverse audiences including senior leaders
Nice To Haves
- Understanding of OLG products, services, and promotions and/or OLG processes and technologies (preferred)
- Understanding of gaming, entertainment or other similar industries (preferred)
- Experience with AI-driven analytics, sentiment analysis and conversational intelligence tools (preferred)
- Continuous improvement mindset with experience identifying opportunities for improvement, streamlining processes and implementing solutions that enhance both customer and employee experiences
- Proficiency using Qualtrics VOC, XM Discover, or other data analysis, reporting and conversational analytics tools
Responsibilities
- Monitor and evaluate interactions such as calls, chats and emails to assess performance against quality standards
- Utilize AI-powered tools such as XM Discover and Voice of Customer (VOC) insights to analyze trends, sentiment and performance on all Customer Care interactions
- Maintain quality scorecards, tracking individual and team performance against quality benchmarks and identify coaching and learning opportunities
- Collect and integrate relevant quality, XM Discover and VOC insights to provide a comprehensive view of Customer Care performance and identify opportunities to enhance both customer and employee experience
- Analyze trends and patterns in interactions and survey results from customers and retailers to generate actionable insights that improve product and service quality
- Provide data-driven recommendations on quality and VOC results to support the development of methodologies, processes and practices that will drive continuous improvement within the OLG Customer Care Centre
- Continuously identify improvement opportunities with regards to monitoring, capturing, and reporting against quality assurance and customer experience programs to maintain continuous quality improvement
- Identify and escalate employee performance opportunities and recommend training initiatives to support a high performance work culture throughout Customer Care
Benefits
- Eligible employees and dependents have access to comprehensive, employer-paid group benefits coverage (permanent employees only).
- Participation in a highly desirable defined benefit pension plan.
- Participation in a performance-based incentive plan that recognizes organizational and individual achievements (permanent employees only).
- Competitive paid time-off provisions to support work-life balance and well-being.
- Become your best self with access to new opportunities and personalized support programs.
- 24/7 access to robust online learning programs.
- Core to OLG’s culture, empowering employees to bring their authentic selves and make a meaningful impact across Ontario.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
