Quality and Learning Specialist – City Of Brampton Jobs Brampton

Overview

Position Title: Quality and Learning Specialist

Company:  City of Brampton

Location: Brampton, On, Canada

Job Description

Reporting to the Coord, Compliance, this experienced Quality Assurance and Training professional works as part of a team in the Recreation Division 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.

Responsibilities:

• 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 & Supervisors etc. in the Recreation Division.
• 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 all staff in Recreation Division.
• 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.

Requirements:

• 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 e.g. Articulate
• Strong organizational and time management skills, ability to multi-task and work in a fast paced environment
• Knowledge of registration software, e.g. Xplor Recreation
• 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 24×7 service operations; evenings and weekends will be required