Operations Quality Manager at Enercare

Join Enercare as the Operations Quality Manager, spearheading customer experience enhancements in Markham. You will lead the Quality Assurance team, managing critical quality frameworks across diverse channels.
In this full-time role, you will oversee the entire Quality Assurance strategy while developing the QA Analysts team. This position focuses on exceptional customer experiences, compliance, and operational excellence. Your leadership will drive improvements in customer service across all contact channels and play a significant role in aligning team members with corporate strategies.
Key Responsibilities:
• Own comprehensive QA strategy across all customer contact channels
• Lead, coach, and develop internal QA Analysts
• Manage QA delivery through internal/external partners
• Implement performance dashboards to track quality metrics
• Facilitate calibration sessions to ensure scoring consistency
Requirements:
• Bachelor’s degree in relevant field
• M...