Quality and Learning Specialist- Recreation

Job Description

 

JOB TITLE: Quality and Learning Specialist- Recreation

DEPARTMENT:  Community Services

POSTING NUMBER:  106481

NUMBER OF POSITIONS:  1

JOB STATUS & DURATION:  Full Time Permanent

HOURS OF WORK:  35 hour workweek

LOCATION:  Hybrid Model*– when working onsite, you will report to the location of 8 Nelson Street West.

SALARY GRADE:  4

HIRING SALARY RANGE:  $76,866.00 - $86,474.00 per annum

MAXIMUM OF SALARY RANGE:  $96,082.00 per annum

JOB TYPE:  Management and Administration

POSTING DATE:  December 12, 2024

CLOSING DATE:  December 30, 2024

 

AREA OF RESPONSIBILITY:

Reporting to the Coordinator, Development and Training, this experienced Quality Assurance and Training professional works as part of a team accountable for ensuring exceptional Quality Service and Operational efficiency.  Creating and delivering training programs for all front line staff for new processes and technology, new hires, and refresher training; leveraging technology to provide innovative and engaging programs. Create, maintain and refresh a Rewards and Recognition program to acknowledge and celebrate team members.

 

• Leverages data, analytics and metrics to compile, monitor and assess team and individual performance, and assist in creating development plans with Supervisors, in order to drive and refine performance on a real time basis.
• Meets with staff to review completed evaluations, provides feedback on areas for improvement and areas done well, identifies and recommends training needs for individuals and the team as a whole.
• Promotes continuous learning and improvement for staff through mentoring, coaching, and promoting participation in communications and training programs.
• Develops and facilitates ongoing training to further enhance the knowledge and expertise of Customer Service Representatives & Team Leads.
• Inspires a customer service focus with the ability to pass on best practice knowledge to the team.
• Creates and implements meaningful, engaging interactive training modules leveraging technology and Business Partner SME’s.
• Facilitates and provides training/support to Service Brampton, Call Centre
• Reviews processes and procedures and implements changes to optimize efficiencies as required.
• Supports and participates in the orientation and training of employees on new or revised customer service and operating procedures and systems.
• Assists with evaluating overall service levels and recommending swift corrective actions where service levels are below standard.
• Participates in design of quality standards.
• Devises ways to continuously improve team operations; identifies system inefficiencies, recommends and implements appropriate plan of actions.
• Prepares and analyzes internal and external quality reports for management staff review.
• Maintain Knowledge base within CRM application.
• Assists in the creation and maintenance of a Rewards and Recognition program.
• Assists with special projects and other tasks, as required.
• Available to work various shifts to accommodate training for staff working in a 24/7 environment.

 

SELECTION CRITERIA:

 

EDUCATION:

• Post-secondary Diploma or Degree in Office or Business Administration, Marketing, Communications or equivalent.

 

EXPERIENCE:

• Minimum 3-5 years of related experience, preferably in learning and development and/or quality assurance.

 

OTHER SKILLS AND ASSETS:

• Exceptional presentation, oral and written communication skills
• Ability to motivate and drive improvement
• Strong focus on customer service and attention to detail in maintaining quality service
• Ability to communicate and coach effectively to a variety of audiences with tact and diplomacy
• Experience working with an E-Learning product is an asset eg: Articulate
• Strong organizational and time management skills, ability to multi-task and work in a fast paced environment
• Knowledge of registration software, e.g. Perfect Mind
• Working knowledge of industry standard quality assurance practices
• Ability to develop and maintain strong, productive working relationships
• Proficiency in the Microsoft suite of office products
• Knowledge of methods, processes and procedures of municipal government is an as