Quality Auditor

Are you ready to make a difference in the telecommunications landscape?

At the Commission for Complaints for Telecom-television Services (CCTS), our goal is to provide impartial, fair and effective complaint resolution services, data and insights to telecom and TV consumers and service providers. We offer a free service to Canadians, and we need professionals like you to help us uphold our commitment to fairness and accountability.

Why the CCTS?

At the CCTS, we believe in the power of connection – both in the services we deliver and the talents we cultivate. We are more than just a dispute resolution company; we are innovators, and problem-solvers dedicated to ensuring positive experiences for telecommunication and TV consumers and service providers. If you are looking to make a real impact in a dynamic environment, you have come to the right place!

Your role

The Quality Assurance team is responsible for auditing, assessing and reporting on complaint data and trends as well as conducting quality assessments to help ensure that CCTS is delivering its service in a consistent and effective manner. It’s an increasingly important role as we look to shape our future and decision on based on data-driven insights and anecdotal discovery.

Our ideal candidate

Are you ready to unleash your potential in this role? If you are an analytical thinker and pay attention to details, you might be the most suitable person! You have a knack for understanding how to use a standardized quality frameworks. Using this you can ensure appropriate application of complaint issues (NOIs) and other data accuracy points. Further, you are solutions oriented, easily able to see trends and patterns so that you can flag these to your management team. These things you flag can help your colleagues with development improving our processes! Finally, you are action oriented and willing to step in and support on other quality assurance projects as needed.

Take the plunge and see if this opportunity matches your unique abilities!

Must-have magic

• Minimum college diploma, preferably a Bachelor’s Degree, in a related field or combination of relevant experience and education
• Two years’ experience auditing data or conducting quality assurance work, or combination of formal education and related experience
• Previous experience in telecommunications industry is an asset,
• Bilingualism (French/English) strongly preferred, strong ability to communicate clearly, both orally and in writing (excellent written communications skills in English required, along with excellent French comprehension skills)
• Intermediate MS Office (Word, Excel and PowerPoint) and Outlook
• Understanding of call centre environment preferred
• Understanding of investigations and quality assessment preferred
• Understanding of telecommunications or television industry preferred

How to apply

Are you ready to embark on an exciting journey?

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Be sure to polish your résumé and write a compelling cover letter to take advantage of this opportunity! Only candidates selected for an interview will be contacted. Your path to making a meaningful impact starts here.

Accommodation

At CCTS, we value an accessible and inclusive hiring process for all applicants, including those with disabilities. If you need accommodations, please let us know by emailing hr-rh@ccts-cprst.ca when you submit your application. We request at least one business day’s notice before interviews or tests. Your comfort and accessibility are our priority, and we aim to support all applicants in showcasing their talents.

Commitment to Diversity, Equity and Inclusion

At CCTS, we are dedicated to building a diverse and equitable workforce that reflects the communities we serve. We believe diversity strengthens our organization and enhances our ability to meet the needs of those we support. We are committed to providing equal employment opportunities for all, without discrimination based on race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We promote practices that celebrate the unique perspectives of everyone and invite applicants from all backgrounds to help us create a welcoming environment where all contributions are valued.

Artificial Intelligence

In our recruitment process, CCTS uses tools that meet the definition of artificial intelligence (AI) as outlined in the Employment Standards Act. We use a mix of these tools, and human skills to support effective and defensible recruitment decisions.