JOB INFORMATION
Requisition ID: 11727
Number of Vacancies: 1
Department: Wheel-Trans Operations (20000018) - Customer Service (30000374)
Salary Information: $87,596.60 - $109,509.40
Pay Scale Group: Level 8
Employment Type: Regular
Weekly Hours: 35 Off Days: Saturday / Sunday Shift: Day
Posted On:
Last Day to Apply:
Reports to: Assistant Manager, Customer Service

The Toronto Transit Commission (TTC), North America's third largest transit system and recognized as one of the top places to work in the GTA has introduced its new 2024-2028 TTC Corporate Plan - Moving Toronto, Connecting Communities which continues the TTC’s legacy of delivering service to hundreds of millions of customers a year. The TTC’s new vision and mission statements also help promote the many environmental, social equity and economic benefits that the TTC provides:

Vision: Moving Toronto towards a more equitable, sustainable, and prosperous future.

Mission: To serve the needs of transit riders by providing a safe, reliable, efficient, and accessible mass public transit service through a seamless integrated network to create access to opportunity for everyone.

The full Plan can be viewed on ttc.ca.

Career Opportunity

Join our team as a Quality Assurance Specialist, where you'll lead the charge in elevating customer service standards. Reporting to the Assistant Manager, you'll design and drive a dynamic QA program that improves processes, integrates new initiatives, and ensures top-tier service across all teams.

What You Will Do

As a Quality Assurance Specialist, you’ll lead the development of a comprehensive QA program for Wheel-Trans Customer Service. You will:

• Define KPIs and metrics to measure service quality and customer satisfaction
• Integrate new initiatives and maintain consistent service standards
• Conduct audits and data reviews to identify and resolve quality issues
• Improve application and appeal processes for accuracy and fairness
• Enhance customer communication and ensure compliance with AODA
• Analyze contact centre performance to drive systemic improvements
• Revamp assessment processes to reduce unnecessary Functional Assessments
• Strengthen Travel Training programs to meet diverse customer needs

What Skills Do You Bring

• Plan and organize activities / projects to meet section and organizational goals
• Demonstrate appropriate and effective interpersonal communications through various media
• Create, document, and manage information and records

What Qualifications Do You Bring?

• A completed University Degree or College Diploma in a related discipline or a combination of education, training and experience deemed to be equivalent.
• Previous contact centre experience preferred
• Ability to monitor key performance metrics and report on trends
• Strong analytical skills with a data-driven approach to identifying and resolving quality issues
• Proven ability to manage multiple projects and meet deadlines
• Experience developing and evaluating business objectives and operational procedures
• Effective facilitation and training skills for team development
• Strong critical thinking and problem-solving abilities
• Excellent organizational and prioritization skills
• Knowledge of Wheel-Trans policies, AODA, and Ontario Human Rights Code
• Proficient in computer applications relevant to the role
• Exceptional communication and interpersonal skills
• Must have, or rapidly acquire, a comprehensive knowledge of the Ontario Human Rights Code and Related Orders, including disability accommodation and accessibility requirements pertaining to passengers and employees;

What We Offer

• Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.

• A flexible, hybrid work approach that allows colleagues to find balance between their professional and personal lives and making the most of the benefits of working remotely and purpose-driven in-person collaboration opportunities

• One of the great benefits of being a full-time TTC employee is becoming a member of the TTC defined pension plan

• A comprehensive package that covers health, dental, vision and more

• Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues’ well-being

This position is designated Safety-Sensitive under the TTC’s Fitness for Duty Policy. If you do not currently hold a designated position, you will be required to pass a drug test as part of the certification process

Commitment to EDI

The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization, and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQ(IA+) community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Human Resources – Talent Management at (416) 393-4570. Any information received related to an accommodation will be addressed confidentially.

The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.

We thank all applicants for their interest but advise only those selected for an interview will be contacted.