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.

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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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