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 asset;
• Flexibility to occasionally work varying hours to effectively support 24x7 service operations;
• Access to transportation/use of own vehicle for frequent travel to City facilities.

**Various tests and/or exams may be administered as part of the selection criteria.

 #LI-Hybrid 

Interview:  Our recruitment process may be completed with video conference technology.

LI-SE

As part of the corporation’s Modernizing Job Evaluation project, this position will undergo an evaluation which may result in a change to the rate of compensation.  Any changes affecting this position will be communicated as information becomes available. *Our Hybrid Model is subject to change.  

If this opportunity matches your interest and experience, please apply online quoting reference #106481 by December 30, 2024 and complete the attached questionnaire. We thank all applicants; however, only those selected for an interview will be contacted. The successful candidate(s) will be required, as a condition of employment, to execute a written employment agreement. A criminal record search will be required of the successful candidate to verify the absence of a criminal record for which a pardon has not been granted.

As part of the application process, applicants will be invited to complete a self-identification survey. The survey is voluntary. Participation in the survey will have no impact on hiring decisions.  Should you wish to opt out of completing the survey, please select “prefer not to answer” as a response to each question.  All information collected is confidential and will not be shared with the hiring manager. The surveys will be anonymized and will be kept separate from applicant or employee files, such that the individuals who completed the surveys will not be identifiable.  The results of the survey will assist in the analysis of disaggregated metrics for organizational planning purposes and our commitment to advance and foster diversity, equity, and inclusion. The City may use anonymized data to produce aggregate reports for internal or external use.

Please be advised, the City of Brampton uses email to communicate with their applicants for open job competitions. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e. testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the Job Competition and your application will be removed from the Competition.

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