Systems and Project Specialist

• Continually seek opportunities to introduce new and/or improve current care systems in order to gain efficiencies, improve FCR, lower agent efforts, reducing customer efforts with a focus on a better customer experience.
• Develop business cases, demonstrating the need to build, deploy and support all processes and systems targeting efficiencies and improved customer experience.
• Coordinates all aspects of the projects, such as project charters, milestones, work schedules, roles and responsibilities charts etc.
• Identifying requirements and ensuring that the requirements and the resulting solution are sourced and to the satisfaction of the end users.
• Engage the relevant Process & Support teams to develop process flows, SOP content, training, quizzes, and workshops.
• Research industry leading Care & Self-Serve systems, applications and tools.
• Works closely with internal and external customers, vendors and departments leads to
support new and existing project initiatives.
• Coordinates the flow of information to the relevant stakeholders and provide updates on project progress.
• Maintain Care’s project roadmaps and prepare relevant concept and business case decks: 30%
• Participate in all requirement gathering meetings, solution designs and UAT: 40%
• Support Change Management Plans and work with the relevant Care groups to develop SOP content, quizzes and workshops: 20%
• Build, maintain and present slides in the bi-weekly Care/IT meetings: 10%

• The employee must have 5+ year experience in a call centre environment, working with CRM systems.
• The employee requires a post-secondary education
• Cross-functional departmental knowledge and experience an asset.
• The employee should have or be working towards his/her CAPM/PMP designation/certification.
• We thank all applicants for their interest, only those selected for an interview will be contacted.

• Take advantage of a customizable health & dental benefits program and opportunities for company-matched pension (according to position). 
• 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.
• 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. #Li-NA1

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.