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About Us
The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the provincial online store for recreational cannabis in Ontario and are the exclusive provincial wholesaler to authorized private retail stores.
Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry. We’re a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences. We’re an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.
The Ontario Cannabis Store provides safe, responsible access to recreational cannabis for adults 19 and older. We operate the provincial online store for recreational cannabis in Ontario and are the exclusive provincial wholesaler to authorized private retail stores.
Working at the OCS is a unique opportunity to be part of an agile start-up in a ground-breaking new industry. We’re a diverse team passionate about delivering a great customer experience, working together with mutual respect and building value out of our differences. We’re an inclusive organization that understands that delivering great results comes out of ensuring every voice is heard.
About the Role
We are hiring for a Quality Monitoring and Resource Specialist! This individual will be responsible for creating and maintaining the knowledge resources, Ontario Cannabis Store specific training materials, and Standard Operating Procedures provided to the Customer Service team. The Quality Monitoring and Resource Specialist will monitor the quality of the phone calls/emails/chats and ensure service level expectations of the Customer Service Representative-to-customer (either Retailer or eCommerce Customer) interactions are being met. The Specialist will document quality monitoring findings, identify trends/gaps, and work with the Customer Service Manager on providing recommendations for continuous improvement with the Customer Service Representative Team.
About Your Day
- Conduct quality monitoring evaluations of calls/emails by listening to recorded customer calls or reviewing email communication with customers to ensure the highest customer service standards are being met, processes are adhered to, and customer inquiries are handled correctly
- Track Customer Service Representative performance, and document trends
- Document quality monitoring findings for coaching and development, identifying feedback and ways to improve service
- Monitor customer interaction performance against established service standards and procedures
- Use adult learning principles to create learning tools and training materials
- Consistently maintain knowledge resources and base content to ensure accurate information is available to customer service team (ex. Work instructions, job aids, workflow processes, policies, tip sheets, scripts)
- Partner with other departments or business units for new processes/systems/events that may affect the contact center to create an appropriate resource for that process/system/event
- Assist with training design and delivery for the customer service department, ensure training records are maintained within the Learning Management System
- Perform trend analysis of Quality Monitoring KPIs to create reports or recommendations for continuous improvement
- Provide feedback from quality monitoring process to the Customer Service team
- Specifically provide feedback on identified trends or Customer Service Representatives who may need coaching or refreshing on the knowledge base
- Provide coaching to Customer Service Representatives
About You
- Post-Secondary education and/or equivalent combination of experience and education in business/commerce or Learning & Development
- 2+ years of Customer Service leadership experience
- 2+ years of Call Centre/Contact Centre experience
- 2+ years of Quality Monitoring experience
- 2+ years of experience in creating learning tools (job aids, workflows, etc)
- Experience working with CRM
- Intermediate Microsoft Office skills
- Strong Problem Solving Skills
- Superior Customer Relationship Skills
- Strong coaching skills
Remote Work
- This position offers a Hybrid work schedule. You will be required to be in the office a minimum of 1 day each week, with the ability to work from home for the remaining workdays (subject to specific business needs requiring office attendance).
- When working from home, a reliable internet connection is required. Remote work is supported with cloud-based applications and collaboration tools (i.e., MS Teams)
About the Job
City: Toronto, ON
Employment Type: Permanent Full Time; This is a bargaining unit role represented by OPSEU
Required Travel: none
Application deadline: 28/03/2023 at 11:59pm
We are committed to providing an accessible, equitable and inclusive candidate and employee experience. We provide reasonable accommodation throughout the recruitment process and in employment. If you require an accommodation, please let us know, we will work with you to meet your needs.
