Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.
A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.
If you are ready to become one of our Experts, we would love to hear from you.
Role: Manager - Contact Centre Operations Quality
Status: Regular, Full Time
Department: Operations Quality Standards
Location: Markham – Occasional Travel Required
Compensation: $84,264 - $130,609
Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.
Job Summary:
We are seeking an experienced Operations Quality Standards Manager to lead our Quality Assurance team in delivering exceptional customer experiences across all channels and mediums. This critical role will own the contact centre quality program, managing the customer experience framework that prioritizes customer-centric skills, understanding, resolving, and brand ambassadorship.
As an Operations Quality Standards Manager, you will play a vital role in driving our corporate customer experience strategy, educating, and aligning team members and vendors, delivering exceptional customer experiences across all channels and mediums.
Responsibilities:
- Own the end-to-end Quality Assurance strategy and operating model across all customer contact channels and interaction types (inbound/outbound; voice, email, chat, social, and digital), ensuring alignment with the corporate customer experience strategy and regulatory/brand requirements.
- Lead, coach, and develop an internal team of QA Analysts; set clear performance expectations, create development plans, and ensure consistent application of evaluation standards.
- Manage QA delivery through multiple internal and external partners (BPOs and specialist vendors): define scope, SLAs, RACI, controls, and governance to ensure quality outcomes and consistent customer experience.
- Design, implement, and maintain QA scorecards, performance dashboards (e.g., QA Score, CSAT, FCR, NPS, compliance/critical errors), including channel/vendor segmentation, targets, trend insights, and critical compliance governance (definitions, thresholds, escalation, and remediation tracking).
- Facilitate recurring calibration sessions across internal evaluators, vendor QA teams, and operational stakeholders to drive scoring consistency, reduce evaluator variance, and maintain alignment on standards (including critical compliance criteria and AI-to-human scoring parity).
- Drive closed-loop quality improvements: translate evaluation findings into actionable coaching themes, SOP/knowledge updates, training requirements, and process/technology change requests; track remediation to completion and validate impact.
- Lead quality deep-dives and contact studies to identify root causes of defects, friction points, and failure demand; quantify drivers and recommend prioritized, measurable interventions.
- Establish and run operational cadences (WBR/MBR/QBR) with internal leaders, vendor partners, and executive stakeholders, including performance readouts, risk/issue management, action logs, and continuous improvement roadmaps.
- Provide operational governance for AI-enabled quality evaluation to score customer interactions: support prompt/rubric configuration and ongoing maintenance, monitor performance and drift, run human-in-the-loop QA and calibration, and manage change control to ensure sustained accuracy and consistency across channels and vendors.
- Partner with Operations, Training, Product, and Compliance to ensure QA methods, sampling approaches, data handling, meet privacy, security, and regulatory requirements, and that changes are communicated and adopted consistently.
- Occasional travel required within Ontario, Quebec, Costa Rica, Colombia, Trinidad, Philippines
Qualifications:
- Bachelor’s degree in business administration, Quality Management, or related field.
- Minimum 5 years of experience in contact center operations and quality assurance/customer experience management, with expertise in a contact centre environment.
- Experience leading quality programs across multiple contact channels (inbound/outbound; voice, email, chat, and digital/social).
- Experience operating critical compliance/critical error frameworks (definitions, thresholding, escalation, remediation tracking) in a regulated environment.
- Experience with AI-enabled quality evaluation governance (LLM/AI scoring of interactions), including rubric/prompt maintenance, drift monitoring, and human-in-the-loop calibration/change control.
- Experience managing QA delivery through vendors/BPO partners (governance, scorecards/SLAs, and performance management).
- Proficiency with reporting/dashboard tools (e.g., BI platforms) and QA/contact center technology (e.g., QA/QMS platforms, CRM, speech/text analytics) to support measurement and insights.
- Process-oriented and QA-focused education (e.g., Six Sigma, Lean).
- Customer experience management certification (e.g., CEM, CXPA).
- Proven track record of quality assurance and process improvement outcomes.
- People leadership experience (leading, coaching, and developing teams).
- Strong analytical and problem-solving skills; able to produce insights from QA and CX metrics and communicate clear recommendations.
- Working knowledge of contact center QA methodologies, CX principles, process improvement, and common performance metrics/benchmarks.
Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.
Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
Skills Required
- Bachelor's degree in business administration, Quality Management, or a related field
- At least 5 years of experience in contact centre operations and quality assurance or customer experience management
- Experience leading quality programs across multiple contact channels, including voice, email, chat, and digital or social channels
- Experience operating critical compliance and critical error frameworks in a regulated environment
- Experience with AI-enabled quality evaluation governance, including LLM or AI scoring, rubric and prompt maintenance, drift monitoring, and human-in-the-loop calibration
- Experience managing QA delivery through vendors or BPO partners, including governance, scorecards, SLAs, and performance management
- Proficiency with reporting and dashboard tools, QA or QMS platforms, CRM systems, and speech or text analytics
- Process-oriented and QA-focused education, such as Six Sigma or Lean
- Customer experience management certification, such as CEM or CXPA
- Proven track record of quality assurance and process improvement outcomes
- People leadership experience, including leading, coaching, and developing teams
- Strong analytical and problem-solving skills, with the ability to derive insights from QA and CX metrics
- Working knowledge of contact centre QA methodologies, customer experience principles, process improvement, and common performance metrics
What We Do
Enercare is a Canadian home and commercial services company providing heating, cooling, plumbing, electrical, water-heating, and water-purification products and services. The company also presents itself as a provider of smart energy solutions and has served Ontario for more than 65 years. Its offerings address household and commercial comfort, utility-related equipment, and ongoing service needs, serving over 1.1 million Canadians in homes and businesses.
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