Senior Quality and Customer Experience Specialist

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​.
 

YOUR ROLE IN THE GAME

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
   

WHAT YOU NEED TO PLAY

Work Experience: 5+ years of experience in quality assurance, customer experience (contact centre operations preferred); proven ability to analyze key quality performance metrics and maintain quality procedures and processes ; experience with AI-driven analytics, sentiment analysis and conversational intelligence tools (preferred); continuous improvement mindset with experience identifying opportunities for improvement, streamlining processes and implementing solutions that enhance both customer and employee experiences; demonstrated experience exercising a high level of discretion and confidentiality with sensitive employee and operational data.

Knowledge & Education: ​​​University degree or college diploma in Business, Analytics, Operations or a related field or equivalent experience;  strong understanding of quality assurance and customer experience methodologies and practices; ​understanding of OLG products, services, and promotions and/or OLG processes and technologies (preferred); ​understanding of gaming, entertainment or other similar industries (preferred)

Critical Skills: Ability to perform trend analysis, identify performance gaps and improvement opportunities; proficiency using MS Excel, PowerPoint, Word, ICE, Dynamics 365; proficiency using Qualtrics VOC, XM Discover, or other data analysis, reporting and conversational analytics tools; effective communication and interpersonal skills; analytical and problem-solving skills; strong skills in building and maintaining collaborative working relationships with stakeholders and team members; effective facilitation, training and presentation skills; confident presenting to diverse audiences including senior leaders

Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work

Integrity and Trust: do what's right and operate with transparency and openness
 

PERKS OF JOINING OUR TEAM

• Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario
• Flexible Work Environment: to help balance both work and life
• You Matter: family friendly work practices and hybrid work
• Freedom to Innovate: supports new and better ways to be successful
• Be your Authentic Self: environment that values diversity as a source of strength
• Learning Galore: 24-7 access to robust online learning programs 
• Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario
• Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)

Learn about OLG – GAME ON!

OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.

The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including hybrid work.

Equity, diversity, and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by.  At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.

While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians.

To learn more about OLG go to our website at  www.olg.ca  

We look forward to hearing from you, interested applicants please apply online by February 11, 2025.

OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at [email protected] if you require accommodation at any time throughout the hire process.

We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws, OLG’s Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection, please contact [email protected], 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.