66,400.00 - 99,600.00 CAD

Job Description:
Senior Quality and Customer Experience (CX) Specialist
(Temporary Full-time – approximately 12 months)
GAME ON – OLG needs you
We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2022-23, OLG delivered a record $2.5 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.
We are ready to take this game to the next level and need a passionate Senior Quality and Customer Experience (CX) Specialist to review and analyze Quality and Customer Experience data available within Customer Care to identify opportunities to improve Customer and Employee Experience.

Reporting to the Senior Customer Care Optimization Manager, you will be empowered to:

• Monitor and evaluate interactions such as calls, chats and emails to assess performance against quality standards
• Utilize AI-powered tools such as XM Discover and Voice of Customer (VOC) insights to analyze trends, sentiment and performance on all Customer Care interactions
• Maintain quality scorecards, tracking individual and team performance against quality benchmarks and identify coaching and learning opportunities
• Collect and integrate relevant quality, XM Discover and VOC insights to provide a comprehensive view of Customer Care performance and identify opportunities to enhance both customer and employee experience
• Analyze trends and patterns in interactions and survey results from customers and retailers to generate actionable insights that improve product and service quality Provide data-driven recommendations on quality and VOC results to support the development of methodologies, processes and practices that will drive continuous improvement within the OLG Customer Care Centre
• Continuously identify improvement opportunities with regards to monitoring, capturing, and reporting against quality assurance and customer experience programs to maintain continuous quality improvement
• Identify and escalate employee performance opportunities and recommend training initiatives to support a high performance work culture throughout Customer Care