Quality Coach, Customer Interaction Job Details

Date: Apr 11, 2025

Location:

Pickering, ON, CA

Type of Position: Permanent ( Standard Req Only)

Type of Position:

Number of Positions: 1

Salary Min: $62,116.00

Salary Max:

Do you want to be part of a team helping to strengthen every community across Ontario? Are you interested in seeing the importance of your work firsthand?

Become a Quality Coach, Customer Interaction with MPAC

The Municipal Property Assessment Corporation (MPAC) is made up of a team of experts who understand local communities and assess every property in Ontario. What we do provides the very foundation that municipalities use to base the property taxes needed to pay for the services we use every day.

Equity, Diversity, Inclusion and Anti-Racism

MPAC is committed to Equity, Diversity, Inclusion and Anti-Racism. We are taking important steps towards ensuring that all voices are respected, valued and being heard. MPAC is dedicated to fostering an environment where employees can bring their full, unique and authentic selves and are inspired to do their best work.

Job Description

What makes you great for this role?
You are a customer-focused team player who can provide customer interaction feedback and coaching to reinforce positive results and to provide management for Centre wide customer experience recommendations.

We have:

A team of highly skilled, dedicated and collaborative staff
Leadership that supports you
An enterprise that embraces change
A work environment that has flexible work locations (including remote), hours of work and overall employee wellness support

You have:

Completion of post-secondary education in a related field
At least 2 years of call centre operation experience with knowledge of related telephone technology and programs
Good English language and grammar skills
Knowledgeable of MPAC Customer Contact Centre standards, business processes, products, services and policies
Ability to identify problems and develop solutions to improve service delivery and call centre operations
Proficient in applicable software programs including Microsoft Office
Ability to work independently and as part of a team
Be detail oriented and organized with strong listening and mentoring skills to offer constructive feedback to staff

What you will do:

Maintain the contact centre quality assurance database by developing and maintaining call-monitoring criteria to align with legislative process change, branch standards and department targets relating to key performance indicators
Schedule recordings on a daily/monthly basis using Ice Capture
Provide real-time coaching and mentoring to Customer Contact Specialists to ensure compliance with MPAC policies, procedures and service standards
Conduct needs analysis to identify issues and key customer experience deliverables that translate to areas of improvement to maintain Quality Program targets
Create a monthly management report broken down by individual, team and centre-wide using quality results and customer interaction analysis
Work with the Customer Experience Specialist to continuously develop and update customer experience content, training and measures for new and existing staff
Aid the Workforce Specialist to define and report on appropriate measurements in order to balance productivity and interaction quality
Organize bi-monthly calibration sessions with other Quality Coaches and management to work towards achieving a consistent standard of deviation for quality measurements

Additional Information:

Requisition ID: 2535
Job Type: Union
Closing Date: April 25, 2025

Ready to apply?

Please note, only applications submitted through the Applicant Tracking System will be accepted.

Successful candidates will be required to undergo a background verification with Mintz Global Screening. By applying to this job posting, you are providing your consent to MPAC to share your name, email address and phone number with Mintz, to conduct the criminal and driver abstract check and for Mintz to disclose the results to MPAC, should you be the successful incumbent.

MPAC is committed to fostering an inclusive, accessible environment where all employees and members of the public feel valued, respected and supported. We are dedicated to building a workforce that reflect the diversity of the public and communities we serve.

Persons with disability who need accommodation in the application process or those needing job postings in an alternative format may email their request to careers@mpac.ca.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

Please note that MPAC prohibits employees from holding a current/valid real estate license and successful applicants must at least suspend their real estate licenses during their period of employment at MPAC as outlined in our Employee Code of Conduct.

Job advertisements for positions that have been designated bilingual will be posted in both English and French on our website. Positions that are not designated bilingual are not translated and are only posted in English on the English version of our website.

Stay connected: