![]() Review a subset of Associate’s conversations (calls workflow, tickets) by accessing recorded calls.Contribute to supporting the performance evaluation of the team. ![]() ![]() Develop and provide coaching and guidance to HR Service Centre Associates.Provide statistical data and metrics around performance trends through the review of calls, tickets and CSAT.As well as, sharing feedback with the Director, HR Service Centre and Manager, HR Service Centre for quality and efficiency opportunities. Using a case management tool, the Quality Manager will be responsible for evaluating trends and will update FAQs, training and the Knowledge Base.Responsible for the CSAT review of dissatisfied cases and will further provide an analysis for reasons for dissatisfaction along with an action plan for improved results.Ensure the team has the training and tools to exceed service delivery expectations.Manage quality and accuracy performance of Tier 1 Associates and ensure that all KPIs and SLAs are being met and established work processes and quality standards are being followed.This includes a matrix of performance standards. Manage and deliver on a Quality Management Program for Tier 1 – including customer service and Accuracy.They would also be responsible for identifying and delivering targeted training for the centre. They will deliver coaching and feedback as well as partner with the Manager for any performance discussions or opportunities. They will partner with the Director, HR Service Centre and Manager, HR Service Centre to define and create a Quality Program that includes calls and case management tickets. Their mandate will include quality, customer satisfaction and training. This role will be ensuring HR Services is delivering exceptional customer service and accurate information via the “front line experience”. The HR Service Centre Quality Manager is responsible for the quality and accuracy delivered in the HR Service Centre. The Human Relations function is committed to creating a work environment where people experience: Stewardship: We responsibly manage the resources entrusted to us. Service: We reach out to support others without discrimination.ĭignity: We respect and value each other, recognizing everyone’s worth. Hope: We give hope through the power of the gospel of Jesus Christ. The Salvation Army Canada and Bermuda has four core values: We are an innovative partner, mobilized to share hope wherever there is hardship, building communities that are just and know the love of Jesus. The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.
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