Job Description

Req Id: 410832
At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content \xe2\x80\x93 we\xe2\x80\x99re revolutionizing how Canadians communicate.
If you\xe2\x80\x99re ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the Bell team.

Summary

Bell is looking for a Specialist, Quality Standards to focus on quality standards across the Neighbourhood Marketing Team. The Specialist will perform in field shadowing of NMT agents, call listening, as well as complete customer follow ups in order to evaluate the NMT marketing process and customer journey. The Specialist will also be required to complete analysis and present findings to leadership and provide recommendations on how to improve the end-to-end Neighborhood Marketing Team process and customer experience.
The successful candidate will report to the Senior Manager of BRS Sales Support and will work closely with BRS Operations and Customer Operations. This is an excellent opportunity for a candidate with strong marketing, coaching, analytical, interpersonal, and program execution skills looking to work in a dynamic and fast-paced environment.

Key Responsibilities

• Monitor and evaluate quality standards within the NMT Channels
• Regularly audit internal and vendor processes to ensure adherence to channel requirements
• Develop strong relationships with internal and external partners to build a strong understanding of the business and seek to understand business trends so that effective recommendations on Quality practices can be implemented
• Recommend evaluation criteria and measures
• Leverage data analytics to drive change for all operational teams including external partners
• Play a key role in reaching internal quality assessment targets, calibrating feedback and ensuring performance
• Create and deliver reports and presentations to stakeholders from different levels
• Ad hoc requests where required
• This role will be considered \xe2\x80\x9cRemote\xe2\x80\x9d Workways profile \xe2\x80\x93 in office 1 day a week

Critical Qualifications

• Must have a valid driver license and vehicle \xe2\x80\x93 this role is eligible for mileage reimbursement
• University degree or comparable experience
• Strong leadership, training and coaching skills
• Proven analytical skills - able to identify and understand trends; able to synthesize and translate results into actionable items
• The ability to effectively handle multiple, high priority tasks, at the same time
• PC Proficient - MS Suite Office
• Telecommunications industry experience is an asset
• Ability to lead and influence at cross-functional level
• Ability to manage competing priorities and deliver results on short timeframes
• Superior written and verbal communication skills
• Detail oriented and inquisitive with a strong aptitude to understand complex situations

#EmployeeReferralProgram
Adequate knowledge of French is required for positions in Quebec.
Additional Information: Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Ontario : Mississauga || Canada : New Brunswick : Moncton || Canada : Newfoundland : Mount Pearl || Canada : Nova Scotia : Halifax || Canada : Prince Edward Island : Charlottetown || Canada : Quebec : Montreal
Flexible work profile : Remote
Application Deadline: 05/05/2023
Please apply directly online to be considered for this role. Applications through email will not be accepted.
At Bell, we don\xe2\x80\x99t just accept difference - we celebrate it. We\xe2\x80\x99re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.
Created: Canada, ON, Mississauga
Bell, one of Canada\'s Top 100 Employers.