Suncor Energy Jobs – Specialist Quality

Website Suncor

Job Description:

The Quality & Training Specialist, Associate Support Centre (ASC), is a key role supporting Suncor’s retail and wholesale business within our Downstream business. In this role, you will hold vendors accountable in delivering an enhanced and ever-improving service experience for Store Associates and Site staff while ensuring we have the appropriate training programs in place to deliver an exceptional in-house level two call centre experience.


Job Responsibilities:

  • Collaborate with our vendors to drive optimization
  • Investigate high frequency call types coming into Level 1 agents (vendor) or escalated to Suncor Level 2 and seek ways to eliminate/reduce them through process reviews and/or collaboration with team and other internal groups
  • Collaborate with vendors on Level 1 and Level 1.5 training requirements; prepare and update training materials
  • Provide training to vendor team leads on any new or revised processes and ensure that vendors take ownership and are held accountable for any training within their teams
  • Create, manage, and own a robust Quality Assurance program for ASC to measure and improve ticket handling effectiveness
  • Manage all Knowledge-Based Articles (KBAs) and create new articles when required
  • Act as subject matter expert for KBAs to ensure Level 1 agents (vendor) are fully equipped

Job Details:

Company: Suncor

Vacancy Type:  Full Time

Job Location: Calgary, CA

Application Deadline: N/A


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