Team Leader, Quality and Case Review

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 Team Leader, Quality and Case Review is responsible for leading and supporting staff involved in quality assurance activities and the case review process. The role ensures that case reviews and quality assessments are completed consistently, accurately, and in accordance with established policies, procedures, and performance standards.

This role provides day‑to‑day guidance, coaching, and oversight to staff, supports calibration and training activities, and contributes to continuous improvement initiatives to strengthen decision quality and consistency across complaint‑handling functions.

Our ideal candidate

Our ideal candidate has strong people leadership skills, really able to coach for success and encourage out-of-the-box thinking. They gravitate to this role because of their evidence-based analytical skills, and they have strong writing skills to boot. They can plan their own work and the work of others to support an effective, positive, and engaging workplace. This candidate thrives on supporting their team, and ensuring they have the tools and resources necessary to succeed, while still comfortable to deliver difficult information and feedback to help staff grow.

Must-have magic:

• College diploma in a related field
• Minimum four years’ experience leading a team preferably in a complaint handling or dispute resolution environment
• Bilingualism (French/English) strongly preferred, strong ability to communicate clearly, both orally and in writing
• Good ability to use Word, Excel, PowerPoint etc.
• Minimum three years’ experience handling complaints, investigations or in a dispute resolution environment preferred
• Previous experience working in, or general knowledge of, telecommunications or television industry is an asset

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 the 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 the 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, the 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.