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    1 job found for Call centre in Toronto

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      • Toronto, Ontario
      • Contract
      Looking for a Quality Assurance Analyst to develop and support quality assurance initiatives throughout the organization to ensure business goals and objectives are achieved. They will be one of the management’s change agent representatives during all training and communication initiatives to ensure the corporate goals and objectives are realized to become a top ten utility and world-class organization. AdvantagesWorking for a well-known Toronto-based organization, this Quality Assurance Analyst will play an important role within the organization.ResponsibilitiesDesign and Development: Design, develop and organize customized learning solutions to meet diverse learner needs, by utilizing various media, including print and online learning technologies. Prepare and distribute instructional material, handouts, evaluation forms, and visual aids; uses multimedia presentation equipment. Create evaluation methods to analyze course effectiveness. With the goal to fine-tune the training process, the materials and methods used. On an ongoing basis review and modify existing/proposed programs and materials and recommends appropriate changes to maintain current with business requirements. Ensure the materials meet corporate standards for quality, effectiveness and maintainability. Guidance and Delivery: Conduct training sessions in a professional manner, in a variety of settings including traditional classroom training, workshops, hands-on computer learning and coaching. Provide guided self-study and prepares scripted Questions and Answers (Q&A’s) on new programs. Ensure training materials are kept up to date within the corporate software (E.g. Banner System, Ellipse and Quest). Encourages and trains staff to conduct searches for information within the corporate Intranet. Set up classroom and equipment/software for teaching. Evaluation, Monitoring and Reporting: Follow up with learners and stakeholders to measure program success. Assess needs for re-fresher training. Review and evaluate course material and methodologies to ensure they meet pre-established goals. Ensure and demonstrate, by reporting on pre-established criteria, that standards of quality and effectiveness are maintained and are having a positive impact. As it relates to the Call Centre and Quality KPI’s (Key Performance Indicators)Proactively initiate confidential staff performance improvement recommendations to business partners. Sound Project Management principles utilized for key projects with PSR (project status report), milestones, etc.QualificationsUniversity degree or College diploma3-5 years business experience with a large Customer Information System, telephony including IVR, and/or utility-related experience. (Includes proficiency and high-level knowledge of major business processes.)1-2 years experience in the development and/or delivery of various training programs in a training environment. Logical, attentive to detail and good work ethicGood experience in testing website and integrationFamiliar with HPQC and JiraFamiliar with CC&B, web content management platforms such as Liferay or SharePointFamiliar with how to test AODAFamiliar with mobile platform testingExperience in developing test scenarios, conducting procedural tests and logging results.Experience in identifying possible causes of errors and defects, and recommending possible solutions. Liaison with management staff to elicit positive change in front-line staff that models our corporate strategic thrusts and behaviours.SummaryIf you are a Quality Assurance Analyst and are looking for a great new challenge, please apply today!Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.
      Looking for a Quality Assurance Analyst to develop and support quality assurance initiatives throughout the organization to ensure business goals and objectives are achieved. They will be one of the management’s change agent representatives during all training and communication initiatives to ensure the corporate goals and objectives are realized to become a top ten utility and world-class organization. AdvantagesWorking for a well-known Toronto-based organization, this Quality Assurance Analyst will play an important role within the organization.ResponsibilitiesDesign and Development: Design, develop and organize customized learning solutions to meet diverse learner needs, by utilizing various media, including print and online learning technologies. Prepare and distribute instructional material, handouts, evaluation forms, and visual aids; uses multimedia presentation equipment. Create evaluation methods to analyze course effectiveness. With the goal to fine-tune the training process, the materials and methods used. On an ongoing basis review and modify existing/proposed programs and materials and recommends appropriate changes to maintain current with business requirements. Ensure the materials meet corporate standards for quality, effectiveness and maintainability. Guidance and Delivery: Conduct training sessions in a professional manner, in a variety of settings including traditional classroom training, workshops, hands-on computer learning and coaching. Provide guided self-study and prepares scripted Questions and Answers (Q&A’s) on new programs. Ensure training materials are kept up to date within the corporate software (E.g. Banner System, Ellipse and Quest). Encourages and trains staff to conduct searches for information within the corporate Intranet. Set up classroom and equipment/software for teaching. Evaluation, Monitoring and Reporting: Follow up with learners and stakeholders to measure program success. Assess needs for re-fresher training. Review and evaluate course material and methodologies to ensure they meet pre-established goals. Ensure and demonstrate, by reporting on pre-established criteria, that standards of quality and effectiveness are maintained and are having a positive impact. As it relates to the Call Centre and Quality KPI’s (Key Performance Indicators)Proactively initiate confidential staff performance improvement recommendations to business partners. Sound Project Management principles utilized for key projects with PSR (project status report), milestones, etc.QualificationsUniversity degree or College diploma3-5 years business experience with a large Customer Information System, telephony including IVR, and/or utility-related experience. (Includes proficiency and high-level knowledge of major business processes.)1-2 years experience in the development and/or delivery of various training programs in a training environment. Logical, attentive to detail and good work ethicGood experience in testing website and integrationFamiliar with HPQC and JiraFamiliar with CC&B, web content management platforms such as Liferay or SharePointFamiliar with how to test AODAFamiliar with mobile platform testingExperience in developing test scenarios, conducting procedural tests and logging results.Experience in identifying possible causes of errors and defects, and recommending possible solutions. Liaison with management staff to elicit positive change in front-line staff that models our corporate strategic thrusts and behaviours.SummaryIf you are a Quality Assurance Analyst and are looking for a great new challenge, please apply today!Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.

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