Company Description At Freedom , we’re proud to be leaders in a movement that brings affordable wireless services to Canadians – we’re always on the lookout for go-getters that are committed to disrupt the status quo.

Does that sound like you? We’d love to meet you.

Short Description

Job Description Reporting to the Network Quality CEM Manager, the Network Quality Customer Experience Management Specialist is responsible for providing a responsive bridge between Customer Care and Network, focused on any cellular service degradation faced by our customers.

They may be required to analyze customer complaint and network technical information, and translate between the two. They may be responsible for escalation, customer advocacy and contribution to incident management. The Network Quality Customer Experience Management Specialist may develop experience with regard to an aspect of our service and provide related guidance to peers and Customer Care. The role includes on-call responsibilities outside of regular business hours.

Qualifications

• Support both Customer Care and Network with critical escalation, daily impact notification and contribution to incident management during regular business hours and extended on-call duty;
• Analyze network complaints to engage core and radio Network resources, prioritize and address root causes and provide appropriate resolution for customers;
• Investigate service degrading impact related to our providers, other operators and non-network issues with direct communication;
• Communicate network related service impact between Customer Care / Retail and Network with translation and escalation in both directions as needed;
• Inform Network teams regarding customer feedback related to planned activities, outages and unknown causes for effective response, prevention and efficient resource management;
• Advise Customer Care on network complaint trends and provide guidance to efficiently address common issues;
• Collaborate with Network and Customer Care teams to develop network complaints dashboards, online feedback process, tools and documentation to guide and empower customer facing agents;
• Foresee and warn of service degradation with complaints dashboard development, report focus and trend analysis, aligned to business strategy.

Additionnal Information

• Salary: Commensurate with qualifications and experience.
• Promote your health with the wellness program, which focuses on physical, psychological, financial, and social health.
• Benefit from the Employee Assistance Program for you and your family, including Virtual Healthcare.
• At Freedom, we recognize your great work through a monthly & yearly Sales Excellence Awards Program, corporate line with provided service, device subsidy and discounts on Freedom products & services.
• Participate in projects that make an impact and take on challenges that will allow you to surpass yourself.
• Develop your full potential and imagine what you can become within Quebecor’s family through our various career opportunities.
• This posting is for an existing vacancy.

Check out our Activity Report for an overview of the projects to which you could contribute !

We value your uniqueness ! We are committed to creating and maintaining an accessible, equitable and inclusive workplace that reflects the diversity of the community to which we belong. We strive to provide a work environment where each individual is valued and respected for who they are and can realize their full potential. We're eager to discover all the qualities that make you unique!

We are happy to make accommodations to promote accessibility upon request. If you need an accommodation at any stage of the process, please don't hesitate to let us know when you first contact us.