Entry - level Quality Engineer at Celestica, responsible for quality standards in manufacturing processes. Engaging in ISO compliance, supply chain management, and process documentation.
About the role
- Quality Assurance Manager at Aviso ensuring exceptional customer service experience across multiple channels and service centers. Leading a team focused on customer satisfaction and quality improvement initiatives.
Responsibilities
- Lead and coach a team of quality assurance associates, providing guidance, mentorship and development opportunities to ensure outstanding performance.
- Analyze key performance indicators such as customer satisfaction rates and QA scores, report on findings and recommend improvements.
- Design and implement quality standards, processes and procedures to ensure alignment with our customer experience strategy and to achieve exceptional customer satisfaction.
- Collaborate with other departments, including operations, compliance, privacy and workforce management, to identify areas for improvement, implement changes that increase customer satisfaction and reduce complaints.
- Treat our customer service agents and placement representatives as “clients,” ensuring they are supported, respected, informed and included in all our quality activities.
- Promote customer experience initiatives across channels and media, emphasizing a customer-centric culture, empathy, accountability and customer retention.
- Help Aviso establish a standard of excellence in customer service and challenge other members of the Service Center and the broader organization to meet that standard.
- Promote the service philosophy in everything you do and in every interaction you take part in.
Requirements
- Minimum three years’ experience in a similar role within a world-class customer service environment; experience in financial services is an asset.
- Excellent written and verbal communication, presentation and interpersonal skills, with the ability to build strong relationships at all levels.
- Exceptional listening skills and the ability to make people feel heard and valued.
- Strong servant leadership mindset and a commitment to continuously refresh service knowledge.
- Strong work ethic and ability to lead by example – work hard while knowing how to have fun.
- Willingness to ask others for help when needed.
- Collaborative rather than competitive behavior – a desire for all team members to look good.
- Flexibility to work varied hours to ensure service coverage.
- Excellent proficiency with Office 365 (e.g., Excel, Word, etc.); experience with other systems such as Genesys and AmpliAI is an asset.
- Fluency (written and spoken) in French and English to communicate effectively with partners, customers and colleagues across Canada.
Benefits
- A competitive compensation program that rewards and recognizes individual contributions.
- Leading health, dental and insurance benefits to meet the diverse needs of our employees.
- Generous vacation, wellness and fitness benefits, and supplemental parental leave options.
- Additional contributions to our retirement plan.
- Commitment to continuous employee development through learning and development and a training support program.
- Regularly organized social events to foster teamwork.
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